Customer Service Assistant📣 Job Ad

About the British Council

The British Council is the UK’s international organization for cultural relations and educational opportunities, dedicated to fostering knowledge and understanding between the people of the UK and other countries. Operating in over 100 countries, the British Council works across arts and culture, English language, education, and civil society, reaching millions globally each year.

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.

Key Responsibilities

• Ensure the smooth day-to-day running of practical customer service aspects, 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, guiding them through the queuing system, monitoring waiting areas, directing customers to placement test classes, and assisting with general inquiries.
• Prepare for placement testing setup, including readying rooms, preparing number cards, and organizing tests.
• Respond to all face-to-face, phone, and email inquiries professionally, 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 directed to the relevant British Council personnel and departments.
• Promote and cross-sell British Council products and services professionally.
• Perform Call Centre and front office administrative and financial tasks in a timely manner.

Work Environment and Relationships

The Customer Service team represents the British Council to a diverse audience, including over 15,000 teaching center students and more than 30,000 examination candidates annually. The team handles over 35,000 inquiries monthly, covering information on courses, professional skills workshops, various examinations (IELTS, ESOL), certification requests, partnerships, placement test bookings, and customer complaints. This role involves close collaboration with the Customer Service Team, Teaching Centre, Exams Departments, and other project teams. The British Council operates from 9:00 to 21:00, Saturday through Thursday, and the post holder may be required to work outside standard hours and during weekends to meet operational needs.

Qualifications and Requirements

• 0-1 year of experience in a relevant field.
• Valid and transferable Iqama.
• Saudi nationals are eligible to apply.
• Direct contact or managing staff working with children is required.

Compensation

The compensation for this role is 40 SAR per hour.