Customer Service Officer Job at British Council in Lahore
Customer Services Officer
Job Reference Number
Directorate or Region
Location of post
Manager, Customer Services
Duration of job
PURPOSE OF JOB
Effectively manage customer inquiries and complaints escalated by theContactCenter
Provide support to the Contact Centre in processing customer information requests regarding Exams products and services
CONTEXT AND ENVIRONMENT
Examination Services Department
The British Council’s Exams Department has set in place an ambitious plan to ensure its growth and greater impact in a fast changing, global environment. To do this, the department needs to work more effectively and efficiently with partners, both internal and external from all sectors of society.
The Exams Department has grown into a significantly large revenue business. Due to the scale of the operations, the organization requires a dedicated customer service team to manage the customer experience process for the Exams department.
The post is part of a team consisting of three Customer Services Officers and one Customer Services Manager. This team will be based in Lahore, and will be headed by the Head of Customer Services and Compliance.
ACCOUNTABILITIES, RESPONSIBILITIES AND MAIN DUTIES
Managing customer inquiries and complaints in a timely manner and in line with agreed service standards.
Coordinating with other Exams teams on an ongoing basis to ensure a seamless customer journey. This includes timely escalation of unresolved complaints to the concerned teams
Ensuring all process of elimination (POE) steps related to particular product are complete and correctly mentioned in a ticket/complaint
Maintaining high standards of service level by using Customer Relationship Management utilities.
Maintain accurate records of discussions or correspondence with customers
Provide feedback on the efficiency of the customer service process
The post holder will need to develop successful relationships with
Consumers, customers and clients
Outsourced contact centre team consisting of call centre supervisor, manager and agents
Exams Business Development, Marketing and Operations teams
OTHER IMPORTANT REQUIREMENTS OF THE JOB
Should be willing to work in shifts. Unsocial hours may be required occasionally.
Passport/visa and/or nationality requirement.
Right to work inPakistan
Security or legal checks required for this role.
Security check as applicable to all British Council staff
The following behaviours will be assessed during interview and performance evaluation:
Working Together- Essential level
Making it Happen – Essential level
The following behaviours will be assessed only during performance evaluation:
Creating Shared Purpose – Essential level
Being Accountable – Essential level
Connecting With Others – Essential level
Shaping the Future – Essential level
Interview and performance evaluation only
Skills and Knowledge
Marketing And Customer Service (L1)
Understanding the British Council and its values
Understanding potential markets/customers
Understanding customer needs
Responding to customer needs
Obtaining & evaluating feedback
Building strong relationships which add value to the UK
Computer Skills (L1)
Excellent written and spoken communication skills in English and Urdu
Technical knowledge of customer relationship management and ticketing systems
Knowledge of data protection policies and information management
and InterviewEnglish language test
One year experience in a customer service oriented role