تفاصيل وظائف المركز الثقافي البريطاني بالقاهرة
تفاصيل وظائف المركز الثقافي البريطاني بالقاهرة
Call Center Agent
Date: 08-Jul-2021
Location: Cairo, Middle East and North Africa, EG
Company: British Council
The British Council builds connections, understanding and trust between people in the UK and other countries through arts and culture, education and the English language. We work in two ways – directly with individuals to transform their lives, and with governments and partners to make a bigger difference for the longer term, creating benefit for millions of people all over the world. We help young people to gain the skills, confidence and connections they are looking for to realise their potential and to participate in strong and inclusive communities. We support them to learn English, to get a high-quality education and to gain internationally recognised qualifications. Our work in arts and culture stimulates creative expression and exchange and nurtures creative enterprise. We connect the best of the UK with the world and the best of the world with the UK. These connections lead to an understanding of each other’s strengths and of the challenges and values that we share. This builds trust between people in the UK and other nations which endures even when official relations may be strained. We work on the ground in more than 100 countries. In 2019-20 we connected with 80 million people directly and with 791 million overall, including online and through our broadcasts and publications.
Role Title: Call Centre Agent
Location: Cairo, Egypt
Number of positions: 6
Contract type: 3-month Temp Contract (extendable)
Payband and Salary: PB2/J 4,600.76 EGP
Closing date and time: 15 July 2021 (23:59 GST Time)
Please note that all applications for this post should be submitted in English. It is advisable to apply in advance to avoid any technical issues at the last moment.
About us:
The British Council is the UK’s international organisation for cultural relations and educational opportunities. We create friendly knowledge and understanding between the people of the UK and other countries. We do this by making a positive contribution to the UK and the countries we work with – changing lives by creating opportunities, building connections, and engendering trust.
We work with over 100 countries across the world in the fields of arts and culture, English language, education, and civil society. Each year we reach over 20 million people face-to-face and more than 500 million people online, via broadcasts and publications. Founded in 1934, we are a UK charity governed by Royal Charter and a UK public body.
Role Purpose:
To project a professional image of British Council and provide a high quality, welcoming and efficiently integrated enquiry service for the full range of the British Council’s English and Exams activities, product and services through the call centre. To meet customer Service Excellence standards in all contacts with customers.
Call Centre agents spend their shifts answering customers calls across a number of areas (Teaching Centre, Exams, programs, projects. etc), including answering enquiries, handling complaints, providing information and troubleshooting problems.
The Job Opportunities and challenges:
• To project a professional image of British Council and provide a high quality, welcoming and efficiently integrated enquiry service for the full range of the British Council’s English and Exams activities, product and services through the call centre. To meet customer Service Excellence standards in all contacts with customers.
• Ensure Customer relationships are maintained in a contact centre environment.
• Provide Quality customer service.
• Providing consistent accurate information.
• Ensuring continual availability across the working hours.
Main Accountabilities:
• Ensure Customer relationships are maintained in a contact centre environment
• Provide Quality customer service
• Providing consistent accurate information
• Ensuring continual availability across the working hours
• Service teaching centre, Exams and UK education/information enquiries through telephone calls, and to operate telephone switchboard
• To answer all incoming calls through our call centre to corporate customer care standards
• To answer all basic enquiries (according to definition provided) to satisfaction of customer
• To respond to telephone enquiries that need following up within 12 hours unless research is required, and the enquiry cannot be answered immediately.
• To acknowledge and state when answer will be provided if enquiry cannot be answered within standard period.
• To take messages in the event of a colleague’s absence and to pass them on immediately using the agreed methods (email)
• Reports and call logs need to be maintained and updated on daily basis
• To approach customers proactively and offer help with finding information and using resources
• To deal with ‘first level’ customer complaints and suggestions to agreed standards
• To ensure customers are served to agreed standards
• To maintain close working relationship through briefings with teams about current and up-coming events and activities and the ways that they can be supported (e.g. provision of promotional flyers and/or posters detailing an education exhibition)
• To meet corporate customer care, Equal Opportunity & Diversity and enquiry handling standards
• To record statistics relating to enquiries accurately and to agreed standard
• To respond to emails and written enquiries within 2 working days
• To refer difficult/complex accreditation related enquiries that cannot be dealt with satisfactorily to Customer Service Officer and ensure that information is delivered to the enquirer within 3 working days
• Sales and customer service for the Teaching Centre and Exams products and services (cross-selling)
• Administrative support to the Teaching Centre and Exams
• Dealing with general British Council enquiries
• To handle customers enquiries regarding services, products and materials are answered to agreed standards in an efficient, informed manner
• Process caller requirements in accordance with British Council’s approved operating procedures for Service Inquiry, Customer Support, Complaints, and related issues. This would include comprehensive data collection on caller details, service information delivery and query response.
• Help converting leads into registered customers and increase revenue
Be prepared to work unsocial or varied hours in order to ensure high standards and appropriate customer service; flexible working hours.
• The customer service operates 7 days a week, morning to evening.
• The job holder will be expected to work in some evenings according to schedule.
• The post holder will work on a 5-day week shift basis and is entitled to 2 days off, in some cases non-consecutive days off.
• Shift Schedule is subject to change, and flexibility in adjusting hours of work is essential when there is an operational need to do so.
About You (essential requirements for the role): we are looking for someone who
• With the right to work and live in Egypt
• Written and spoken English at Proficiency Level (B2)
• Fluent in written and spoken Arabic.
• University degree.
• Fresh grads are welcomed.
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