Customer Services - JobzEG

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

السبت، 20 نوفمبر 2021

Customer Services

 Customer Services

Role Purpose:

To provide a professional and efficient integrated customer service on the full range of British Council’s activities and services and to meet Customer Service Excellence standards in all contacts with customers, be that through face to face or emails.

Through our English and Exams work we aim to achieve more widespread and better-quality teaching and learning of English worldwide and offer access to professional qualifications. 

Working with policymakers, government ministers, teachers and learners across the world we help millions of people to access English by supporting the teaching and learning of English in public education systems, and through self-access materials and courses. 

The Job Opportunities and challenges:

This role provides an opportunity to develop strong selling skills. Development opportunities will be provided, however an appetite and natural aptitude for sales is required. Strong product knowledge and confidence in their ability to interpret customers’ language level is a must. This position would appeal to candidates who prefer to specialise in a particular product area.


Main Accountabilities:


•    Sales and conversions

•    Be the single point of contact for prospects, guiding them through the journey from the first enquiry to final sale.

•    Dealing with ‘first level’ customer complaints and suggestions to agreed standards 

•    Converting Enquiries into Sales by Cross-selling products through asking probing questions to identify customer needs/ pain points, by introducing promotions and opportunities to customers to increase sales and conversions.

•    To follow up leads as assigned and encourage customers to visit the centre for consultation services and registration and to provide report of leads follow-up. 

•    Achieving or exceeding the set sales targets per term/ month


Customer care and advocacy 


•    Meeting and greeting customers, responding to questions, improving engagement with them and providing outstanding customer service.

•    Assisting in answering all types of first level enquiries relating to British Council activities in country.

•    Using aligned methods to drive a better customer experience and sharing customers’ insights and recommendations to enhance and improve customer journey.

•    Contacting customers via phone or face to face to relay information needed for all types of provided services and data gathering needed for surveys.

•    Submitting and escalating complaints with regards to the complaint handling policy.

•    Assist at offsite events where Customer Service support is required


Cash handling and compliance 

•    Operating accurate cash registers, financial transactions complying with the Cash handling policy 

•    Ensuring that all records are updated and maintained accurately in a timely manner using all relevant systems.

Other important features or requirements of the job

•    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 a 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

•    University Degree or equivalent

•    English B2.

•    One-year professional experience in dealing with customers face to face / front line or call centre.

•    Excellent Microsoft Applications

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

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