Call Center Agent - JobzEG

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كوبون خصم على كل مشترياتك من موقع نون مصر الكوبون : FA992

الخميس، 9 سبتمبر 2021

Call Center Agent

 Call Center Agent

Date: 07-Sep-2021

Location: Cairo, Middle East and North Africa, EG

Company: British Council

Title: Call Centre Agent

Location: Agouza & 6th October - Cairo

Salary: 4600 EGP/Month

Contract duration: 6 months – Temp contract


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.


Main Accountabilities:

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

Answering email and Facebook enquiries within the service level agreed by operations


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كوبون خصم على كل مشترياتك من موقع نون مصر الكوبون : FA992

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