Customer Service Assistant

About the Role

The British Council is seeking a Customer Service Assistant to provide support for daily customer service operations. This full-time role involves acting as the initial point of contact for customers at the front office or call centre and regularly reporting feedback for service improvement. The position requires 0-1 years of experience.

About the British Council

The British Council is the UK’s international organisation for cultural relations and educational opportunities. It aims to foster knowledge and understanding between the people of the UK and other countries by contributing positively to the UK and its partner countries. The organisation works across over 100 countries in arts and culture, English language, education, and civil society, reaching millions of people annually. Founded in 1934, it operates as a UK charity governed by Royal Charter and a UK public body.

Key Responsibilities

• Ensure the smooth day-to-day operation of practical aspects of customer service.
• Deliver high standards of customer care.
• Assist with the setup for placement testing.
• Respond to all face-to-face, phone, and email enquiries professionally and in accordance with British Council Customer Service Standards and Policies.
• Provide efficient registration service enquiries and support for the Teaching Centre and Exams Department, adhering to Quality Standards.
• Forward appropriate enquiries and feedback to the relevant British Council personnel and departments, following enquiry guidelines.
• Refer to the Service Level Agreement to ensure clarity on role expectations.
• Promote and cross-sell British Council products and services professionally.
• Perform Call Centre and front office administrative and financial tasks in a timely manner to ensure smooth operation.

Work Environment and Schedule

The Customer Service team in KSA operates within one of the region's busiest centres, providing high-quality teaching, examinations, and various educational and cultural services. The British Council is open to customers from 9:00 to 21:00, Saturday through Thursday. Team members work various shifts designed to meet customer needs and operational constraints. Occasional work outside standard hours and during weekends may be required.

Qualifications and Requirements

• Possess valid passport requirements and the right to work in the country.
• Experience in direct contact or managing staff working with children.
• Meet specified language requirements.
• Hold relevant qualifications for the role.
• Demonstrate role-specific knowledge and experience.