وظائف المعهد الثقافة البريطاني بالقاهرة British Council مطوب كول سنتر
Call Centre Agent
Main opportunities/challenges
for this role:
Ensure Customer relationships are maintained in a contact centre environment
Provide Quality customer service
Providing consistent accurate information
Insuring continual availability across the working hours
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.
