Call Center Agent

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.

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

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