Customer Services Assistant

About the Role

The British Council is seeking a Customer Services Assistant to support daily customer service operations. This full-time role involves acting as the primary point of contact for customers at the front office or call centre, providing essential support, and regularly reporting feedback for continuous improvement. The position is suitable for candidates with 0-1 years of experience.

Key Responsibilities

• Ensure the smooth day-to-day running of practical customer service aspects, including photocopying materials, assisting with display work for Teaching Centre, exams, and Customer Service, distributing publicity materials, and maintaining the tidiness and equipment of waiting and placement test areas.
• Deliver high standards of customer care by welcoming customers, guiding them through the queuing system, monitoring waiting areas, directing customers to placement test classes, and assisting with general enquiries.
• Contact waiting list customers and phone students to provide updates on information and services, as well as conduct telephone surveys as requested.
• Assist with placement testing setup by preparing rooms, number cards, and ensuring tests are stored in an organised manner.
• Respond to all face-to-face, phone, and email enquiries professionally and positively, adhering to British Council Customer Service Standards and Policies outlined in the Customer Management Framework.
• Provide efficient registration service enquiries and support for the Teaching Centre and Exams Department, in accordance with Teaching and Exams Quality Standards, to help the English and Exams Team achieve their targets.
• Follow enquiry guidelines to ensure that relevant enquiries and feedback are directed to the appropriate British Council personnel and departments.
• Refer to the Service Level Agreement to maintain clarity on expected and non-expected duties.
• Promote and cross-sell British Council products and services professionally.
• Perform Call Centre and front office administrative and financial tasks promptly to ensure smooth operation.

Experience and Qualifications

• 0-1 years of experience in a customer service or administrative support role.
• Demonstrated ability to manage daily operational tasks efficiently.
• Proficiency in handling customer interactions across various channels (in-person, phone, email).

Required Skills

• Strong customer service orientation with excellent communication skills.
• Ability to work effectively in a dynamic environment and manage multiple tasks.
• Organisational skills to maintain tidy work areas and prepare materials.
• Adherence to established service standards and policies.

Work Type

This is a full-time position within the British Council team.

Application Process

Further details on the application process will be provided upon inquiry. The salary for this position will be disclosed during the recruitment process.