Customer Service Officer : British Council

Customer Service Officer at British Council Dhaka

British Council Bangladesh has published a job circular for the position of Customer Service Officer.

Customer Service Officer

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. We connect the best of the UK with the world and the best of the world with the UK.
 
These connections lead to an understanding of each other’s strengths and of the challenges and values that we share. This builds trust between people in the UK and other nations which endures even when official relations may be strained. We work on the ground in more than 100 countries. In 2019-20 we connected with 80 million people directly and with 791 million overall, including online and through our broadcasts and publications.

Payband: PB4 Local contract
Location: Dhaka
Department: Customer Service
Contract type: Indefinite (locally appointed)
Closing date: Tuesday,10 May 2022

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 cross selling.

Accountabilities:

1. Customer Experience and Sales:

• 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.
• The 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 in charge 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 

2. Business delivery:

• 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

3. Sales and Product Promotion:

• 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.

4. Risk & Compliance

• 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 specific knowledge and experience:

You should bring along:

• Legal right to work in Bangladesh
• English at Proficiency Level B2
• Graduation or Equivalent. Customer Service Professional Qualification and Relevant qualification or training undertaken in sale would be 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
• Knowledge of British Council products and services, Experience of multi-national or international work environment, education or hospitality industry and knowledge of Customer Relationship Management System are desirable

Benefits:

• Attractive salary and benefits will be offered to the deserving candidate
• An inclusive and engaging work environment encouraging cross-team collaboration and building connections with colleagues from different disciplines around the world
• Flexible working opportunities to support employee aspirations, personal activities and pursuits
• A learning environment with plenty of opportunities to develop skills and knowledge
• Experience of working in an international organisation which fosters work-life balance and commitment to smart working

Additional Information:

• Applicants should be Bangladeshi passport holder or legally entitled to work in Bangladesh
• All necessary background checks as per the British Council Pre-Appointment Screening policy along with medical check-up will need to be completed successfully prior to signing the final employment contract
• To be considered for this job, you must already have the right to live and work in Bangladesh. Please be aware that for this role, we are not able to sponsor working visa.

Only shortlisted applicants will be contacted and called for interview. We will only shortlist applications submitted on a British Council application form submitted electronically through our careers portal. Any hard copies of the application and incomplete application in the portal will not be accepted.

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To apply, please click on the following link that will take you to the careers portal of British Council – Apply here

A connected and trusted UK in a more connected and trusted world.

Equality Statement

The British Council is committed to a policy of equality and to valuing diversity and is keen to reflect the diversity of the societies in which we work at every level within the organisation. We welcome applications from all sections of the community. We aim to abide by and promote equality legislation by following both the letter and the spirit of it to avoid unjustified discrimination, recognising discrimination as a barrier to equality of opportunity, inclusion and human rights. All staff worldwide are required to ensure their behaviour is consistent with our policies.

The British Council has Disability Confident Employer Status. We offer a guaranteed interview scheme for disabled applicants who meet the essential criteria for the role. Applicants are encouraged to highlight any specific requirements or adjustments needed to enable participation in the recruitment process.

The British Council is committed to safeguarding children, young people and adults who we work with.

We believe that all children and adults everywhere in the world deserve to live in safe environments and have the right to be protected from all forms of abuse, maltreatment and exploitation as set out in article 19, UNCRC (United Nations Convention on the Rights of the Child) 1989.

Appointment to positions where there is direct involvement with vulnerable groups will be dependent on thorough checks being completed; these will include qualification checks, reference checks, identity & criminal record checks in line with legal requirements and with the British Council’s Safeguarding policies for Adults and Children.

Job Source: Bdjobs Circular

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