বিবরণ : Customer Service Officer. সংস্থা : British Council. অবস্থান : Dhaka

Role Purpose:

To provide enquiry and registration services for full range of British Council offers in a manner that he/ she achieves income and conversion targets.To work closely with business teams and aim to resolve customer enquiries in first contact. The post will play a key role in providing an engaging and friendly customer experience at our physical centres and on social media platforms and Web chat. Operate within clear guidelines, defined procedures and quality standards and is subject to close supervision. The post holder collects and records information regarding enquiries as per the prescribed procedures and guidelines. The role is responsible for driving income and does so by converting enquiries into registrations, upselling and crossselling.

Main accountabilities:

Welcome all customers and visitors in a friendly and professional manner, Answer, all first level enquiries received in person, by mail, email, through call centre, social media and web in a friendly and professional manner.
quality of customer interaction is proactive, customer friendly and compliant to British Council brand guidelines and Customer Service standards.
Provide accurate information, promotional & registration material on all services offered by the British Council. Guide customers on the registration process and make all reasonable efforts to provide resolution at first contact.
Build rapport with the prospect in order to find out the objectives, needs and requirements of the customer, and take their interest forward.
Promote self-access solutions to customers and facilitate their journey by working flexibly as a floor walker.
Contribute to customer service indicators like CSAT, customer feedback, net promoter score, customer effort assessment scores for the centre.
All opportunities are recorded on CRM, databases and records, and information files are kept up-to-date in line with requirements outlined by Customer Services Manager.
All feedback and customer comments are passed on to the shift incharge or line Manager within one working day and recorded in writing.
Using the appropriate systems, to register and obtain payments from all customers, while adhering to the procedures in place.Effectively resolve and record customer enquiry, reason for contact and contact details on CRM or appropriate system.
Handle first level complaints promptly and escalate serious and sensitive complaints in a timely manner
Acquire and maintain an excellent level of product knowledge at all times.
As duty officer ensure that designated tasks for the relevant shifts are completed accurately.
Specific projects and responsibilities given to each member of staff (eg: product leadership or information management) are carried out in line with objectives.
Flexibility to rotate between work stations, ie Call centre, front of house/front desk, meet and greet, and integrated customer service desk.
Flexibility to work extra hours during registration period in order to achieve the service level agreements on access and quality.
Recording income accurately and managing end of day reconciliation
Responding to more complex enquiries such as refunds and transfer postponements class credits etc in line with process agreed with the business team
Cross sell and upsell British Council services to deepen the customer engagement with the British Council using a ‘’soft sell’’ approach.
Handling consultations and turning enquiries into sales while achieving the defined conversion targets.
Make outbound calls when required, to support customers dropping out at different stages of the customer journey.
Maintain and record data in a risk averse manner and capturing customer consent on the required system
Accurately and promptly mange day end reconciliation - Responsible for balancing physical cash, card payments, cheques & direct bank transfers with the final day end reports.
Familiarise on the Customer Service financial guide and ensure this is followed at all times.

Role Requirements:

Graduation or Equivalent. Customer Service Professional Qualification Relevant qualification or training undertaken in Sales is desirable.
At least 2-years of providing customer services(face to face, call centre) and/or sales experience preferably in the fast pacing services industry
Good written and oral language skills.
Familiarity with the departmental procedures, policies, guidelines, and SLAs
Thorough understanding of marketing and negotiating techniques
Fast learner and passion for customer service and sales
Self-motivated with a results-driven approach

Essential Core Skills for the Role:

Communication and Influencing (Level 2)
Finance and resource management (level 2)
Managing risk (Level 1)
Commercial and business development (level 1)

Safeguarding:

Ensure team members complete Safeguarding e-learning courses and adhere to the Safeguarding Policy and Code of Conduct.

Report any safeguarding concerns or incidents to the National Safeguarding Manager Pakistan.

Further Information:

Pay band: 4
Location: Dhaka, Bangladesh
No. of Position: 3
Department: English and Exams/Customer Management
Contract Type: Indefinite
Closing Date: 25th February 2024, Sunday at 23:59 (Bangladesh Standard Time)