Job Title: Customer Services Officer
Organisation: British
Council
Council
Duty Station: Kampala,
Uganda
Uganda
Reports to: Country Exams
Manager
Manager
About BC:
The British Council is the UK’s international organisation for
educational opportunities and cultural relations. We create international
opportunities for the people of the UK and other countries and build trust
between them worldwide. British Council Uganda is based in Kampala and offers a
full range of programmes including examinations, project management on behalf
of other donors, and its own grant funded projects. British Council has
operated in Uganda since 1952 and its aim is to build cultural and educational
relations between Uganda and the UK.
educational opportunities and cultural relations. We create international
opportunities for the people of the UK and other countries and build trust
between them worldwide. British Council Uganda is based in Kampala and offers a
full range of programmes including examinations, project management on behalf
of other donors, and its own grant funded projects. British Council has
operated in Uganda since 1952 and its aim is to build cultural and educational
relations between Uganda and the UK.
Job Summary: The Customer
Services Officer will provide support to ensure the smooth running of the
British Council’s exams operations in Uganda in line with corporate standards
and policies. The incumbent will be the first point of contact for visitors,
providing information about our services, , receiving incoming calls and
forwarding them to other colleagues. You will also manage client accounts, our
client database and deliver any related administrative, financial and marketing
activities, demonstrating the highest standards of customer service at all
times. The Customer Services Officer will be responsible for providing customer
service and administration support to the Exams section as well as the British
Council Uganda Front Desk as part of a
team who all have a collective responsibility to deliver British Council
services to the highest standard..
Services Officer will provide support to ensure the smooth running of the
British Council’s exams operations in Uganda in line with corporate standards
and policies. The incumbent will be the first point of contact for visitors,
providing information about our services, , receiving incoming calls and
forwarding them to other colleagues. You will also manage client accounts, our
client database and deliver any related administrative, financial and marketing
activities, demonstrating the highest standards of customer service at all
times. The Customer Services Officer will be responsible for providing customer
service and administration support to the Exams section as well as the British
Council Uganda Front Desk as part of a
team who all have a collective responsibility to deliver British Council
services to the highest standard..
Key Duties and
Responsibilities:
Responsibilities:
Customer Service:
- To provide a consistent and positive
customer experience in line with the Uganda Customer Service Strategy and
relevant corporate standards and polices. - The incumbent will provide sales service
across all British Council customer service channels; for all UK
professional qualifications and exams administered by British Council
Kampala. To cross-sell relevant British Council services and products
where appropriate - Manage first level enquiries received in
person, by email or telephone on relevant aspects of the British Council’s
activities / products, in a friendly and professional manner, in line with
Customer Service standards and, forward all 2nd level enquiries to
relevant colleagues, ensuring they are attended to within specified
timelines. - Update and maintain standard responses and
other information for enquiry handling and send out information by mail or
telephone about British Council activities. - To carry out all reception and
registration duties as required by Country Exams Manager in line with
relevant corporate standards and policies. - Actively participate in British Council
activities as and when they occur, providing an effective presence, and
ensuring that our requirements are met whenever activity takes place. - Record all forms of customer data and
records accurately. To meet corporate CS standards (E.g. Customer
Management Framework, Mystery Shopping) and inform strategic
decision-making. - The jobholder will also distribute,
collect and collate satisfaction surveys for all exam products into the
agreed documentary scorecard management system to agreed timings and
standards. - Attend an agreed schedule of regular
customer service meetings and draft the minutes to the agreed standard. - Check the Customer Feedback box daily,
responding to all feedback and customer comments and, where necessary,
forwarding to relevant colleagues, ensuring they are attended to within
specified timelines.
Exams and Administration Duties:
- Render support in the delivery of
examination services / products (E.g. processing exam applications, lead
on venue staff and test day operation(s) planning) to defined quality and UK Exam board
standards, in order to meet overall customer needs. - Support the sales and marketing of
services/ exam products to customers through all the relevant British
Council customer service channels hence supporting the delivery of the
In-Country Examinations Business Development Plan to enable the Council to
meet its corporate objectives. - Tasked with scheduling and monitoring
overall exam logistics, remuneration and overall workforce planning in
order to ensure a synchronized execution of all exams administered. - Check and replenish front of house
displays / noticeboards / display stands daily.
Finances:
- The jobholder will also collect and report
front desk sales made for Exam test preparation materials. To regularly
reconcile Exam test preparation material / books as stipulated by the
Finance and resources section. - Reconcile and identify individual
candidate payments and Income received through the British Council Bank
account and dully process and post the amounts to their relevant product/
account category. - Support the wider office with the
procurement process (Collect vendor quotations, prepare purchase orders,
cater to the goods receipt and vendor payment processes) on a daily basis.
Qualifications, Skills and
Experience:
Experience:
- The applicant for the British Council
Customer Services Officer should possess a related University degree - A minimum of two years working in a
reputable customer service environment
How to Apply:
All suitably qualified and interested candidates who so desire to join
the British Council in the aforementioned capacity should endeavor to Apply
Online by Clicking on the link below. Please further review job requirements
and if competent, proceed with the online application.
the British Council in the aforementioned capacity should endeavor to Apply
Online by Clicking on the link below. Please further review job requirements
and if competent, proceed with the online application.
Deadline: 14th April
2017
2017
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