Apply For Latest Jobs At British Council 2022

The British Council builds connections, understanding and trust between people in the UK and other countries through arts and culture, education and the English language.

We work in two ways – directly with individuals to transform their lives, and with governments and partners to make a bigger difference for the longer term, creating benefit for millions of people all over the world. We help young people to gain the skills, confidence and connections they are looking for to realise their potential and to participate in strong and inclusive communities.

We support them to learn English, to get a high-quality education and to gain internationally recognised qualifications. Our work in arts and culture stimulates creative expression and exchange and nurtures creative enterprise.

Applications are invited for the following positions

Customer Service Assistant, Lagos
Customer Services Officer, Kano

Customer Service Assistant, Lagos

Role Context

Customer service, operational quality and compliance assurance are critical to the business. Nigeria’s operating context means that risk management and contingency planning will be ongoing areas of focus. Developing flexible and appropriate delivery models will be critical in responding to the challenges of working across the country, post-pandemic.

The Customer Services team represents the organisation to a wide range of our audiences, including in excess of 50,000 examination candidates each year face to face, as well as more than 120,000 enquiries by e-mail or telephone annually.

Role Purpose

To support the achievement of country plan objectives in Nigeria by delivering customer services and 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. To meet customer Service Excellence standards in all inbound and outbound contacts with customers.

Main accountabilities but not limited to the following:

The post-holder will Provide a consistent, professional, and positive customer experience in line with the Nigeria Customer Service Strategy and relevant corporate standards and polices.
Record all forms of opportunities, customer data, interactions, and records accurately via agreed online and offline tools.
Handle exams and non-exams information enquiries from inbound calls, and to operate telephone switchboard to satisfaction of customer.
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
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 maintain close working relationship through briefings with teams about current and up-coming events and activities and the ways that they can be supported
To assist with market testing of products and services.
Assisting with data collection for marketing purposes.
To regularly attend staff meetings to both, gain and impart knowledge about our customers, products, and services

Role specific knowledge and experience:

University Degree or equivalent
Minimum 2 years call centre experience
Experience working with CRM & Call management systems
At least two years dealing with customers and enquiries within a reputable customer service environment with proven positive track record, providing service within quality standards
IT skills and experience working with MS Word & MS Excel
Attention to detail

Desirable requirements

Customer Service Qualification
Experience in supervising a group of people to achieve a specific purpose.

Further Information

Salary: NGN 3,841,822.00 per annum

Contract type: Fixed Term Contract- up till 31 May 2024

Location: Lagos

Closing Date – 8 May 2022

HOW TO APPLY

Qualified and interested candidates should click the link below

APPLY HERE

DEADLINE: 8 MAY, 2022

Customer Services Officer, Kano

Role Context

The Customer Service Officer role falls under the Customer Management function whose mission is to create advocates and win and retain customers by supporting, coaching, and partnering with them across their journey with the British Council. This work is very crucial in sustaining our commercial businesses – specifically, the English and Exams business, and our overarching cultural relations mission.

Role Purpose

The purpose of this role is to contribute to the smooth running of the British Council’s customer service operations in Nigeria by delivering high quality customer service and sales targets in line with corporate standards and policies.

The post holder will act as British Council’s ambassador and manage all level one queries from global, regional and local teams within the customer service function in order to achieve faster complaint resolution times in line with corporate customer service standards.

Main accountabilities but not limited to the following:

The post-holder will provide a consistent and positive customer experience in line with the British Council’s Customer Service Strategy and relevant corporate standards and polices
Handle 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
You will be accountable for agreed individual income and conversion targets every month.
Build rapport with prospective customers to gain understanding and information to respond to their specific needs and requirements.
Be the single point of contact for assigned opportunities, guiding them through the journey from first enquiry to final sale.
Support the delivery of examination services / products through leading on contact, registration and pay and post-test activities to defined quality standards, in order to meet customer needs and support the delivery of the in-country Examinations Business Development Plan
Coordinate with other Exams team members on an ongoing basis to ensure a seamless customer journey. This includes timely escalation of unresolved complaints to the concerned teams.
Plan and prioritize own work activities, which span across all CS and exam activities, responding to changing and at times competing requirements to ensure effective delivery of responsibilities over a daily/weekly/monthly time horizon.

Role specific knowledge and experience:

Education to degree level or equivalent
Dealing with customers and enquiries in a service environment and providing service within quality standards.
Experience in handling and reporting income
Advanced data entry and data analysis experience
At least two years working in a reputable customer service environment with proven positive track record
Experience working with CRM systems & MS Excel

Desirable requirements