• British Council Careers | Call Centre Assistant

    British Council Careers | Call Centre Assistant

    Location: Cairo, Egypt

    Job Description

    British Council Egypt is currently recruiting for a Call Centre Agent 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 through the call centre.

    This post aims to meet customer Service Excellence standards in all contacts with customers.

    Call Centre agents spend their shifts answering customers calls across a number of areas (Teaching Centre, Exams, programs, projects. etc.), including answering enquiries, handling complaints, providing information and troubleshooting problems.

    Duties and Responsibilities

    Your main responsibilities in this role include the following:

    • 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.

    • 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 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.

    For more Information about your role, Kindly check the following Document

    Job Requirements

    • Post holder must be eligible to work in Egypt

    • University Degree or equivalent

    • Fresh Graduates are welcomed

    • English at Proficiency Level B2

    • Arabic at Proficiency Level C

    • Able to use a computer

    Job Details

    Company/Organization: British Council Egypt

    Employment Type: Full-time Job

    Job Functions: Customer Services

    Job Location: Cairo, Egypt

    Salary/Compensation: 3856.66 EGP Per month

    Contract Duration: 1 year Fixed Term contract with renewable option

    Application Deadline: 22 December 2018


    Apply on British Council website

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