Customer Service Assistant

About the British Council

The British Council is the UK’s international organization for cultural relations and educational opportunities. It aims to create friendly knowledge and understanding between the people of the UK and other countries by making a positive contribution to the UK and the countries it works with. The organization operates in over 100 countries across arts and culture, English language, education, and civil society, reaching millions of people annually.

Role Overview

The British Council is seeking a Customer Service Assistant for its operations in Saudi Arabia, specifically in Jeddah, Riyadh, and Al Khobar. This full-time role involves supporting daily customer service operations, acting as the primary contact point for customers at the front office or call center, and regularly reporting feedback for service improvement. The Customer Service KSA centers are among the busiest in the region, providing high-quality teaching, examinations, and various educational and cultural services. The position offers a salary of 40 SAR per hour.

Key Responsibilities

• Ensure the smooth day-to-day running of practical aspects of customer service, including photocopying materials, assisting with display work, distributing publicity materials, and maintaining the tidiness and equipment of waiting and placement test areas.
• Deliver high standards of customer care by welcoming customers, assisting with the queuing system, monitoring waiting areas, directing customers to placement test classes, and directing inquiries to the appropriate personnel.
• Assist with placement testing setup, including preparing rooms and number cards, and storing tests.
• Respond to all face-to-face, phone, and email inquiries in a professional manner, adhering to British Council Customer Service Standards and Policies.
• Provide efficient registration services and support for the Teaching Centre and Exams Department, in line with quality standards.
• Ensure inquiries and feedback are passed to the relevant British Council person and department.
• Promote and cross-sell British Council products and services professionally.
• Perform Call Centre and front office administration and financial tasks in a timely manner.

Working Environment and Relationships

The British Council operates from 9:00 to 21:00, Saturday to Thursday. The Customer Services Team works various shifts to meet customer needs. Occasional work outside standard hours and during weekends may be required. This role involves direct contact with children. The customer service team interacts with a wide range of audiences, including over 15,000 teaching center students (adults, young learners, and parents) and more than 30,000 examination candidates annually. They also handle over 35,000 inquiries monthly covering course information, examination details, certification requests, partnership inquiries, placement test bookings, and complaint resolution. The role requires close collaboration with the Customer Service Team, Teaching Centre, Exams Departments, and other Project teams.

Qualifications and Requirements

• Experience: 0-1 year of experience dealing with customers.
• Education: Minimum diploma or high school equivalent.
• Language Skills: Ability to communicate effectively in spoken and written English and Arabic.
• Eligibility: Valid and transferable Iqama. Saudi nationals are eligible to apply.
• Core Skills: Communicating and influencing (level 1), Using technology (level 1), Managing accounts and partnerships (level 1).
• Behaviours: Connecting with others, Working together, Being accountable, Making it happen, Creating shared purpose, Shaping the future.