Customer service assistance CSA
British Council (embassy)
Total years of experience :17 years, 1 Months
1. Customer Service Delivery
To assist with the delivery of an integrated service to corporate standards which meets the needs of internal and external customers to enable all departments to meet their agreed targets:
• Assisting in answering all types of first level enquiries relating to British Council activities in country.
• Assisting with dealing with second level (specific) enquiries or referring them to the appropriate person within the office who can deal with them.
2. Registration & Finance
• To register customers and to collect income received and transfer it accurately.
• Use relevant systems to maintain records on the system & complete daily reconciliations.SAP
3. Back Office support
To carry out a range of back office tasks including post registration services, Campus/finance related tasks, supporting corporate client registration, data handling, support for delivery of events and maintenance for contacts and Call Centre platform. To assist with the day to day back office administration of the Teaching Centre and Exams departments as needed, co-ordinated by the Customer Services Manager and Officers including but not limited to:
• Deliver accurate and friendly registration services to Teaching Centre students and Examinations candidates to meet customer needs and to enable targets to be met
• Handling Exams and Teaching Centre back office tasks within the Service Levels Agreements agreed and according to Quality Standards and guidelines
• Attending to verification and stamping requests
• Inputting customer data on CAMPUS
• Contacting Teaching Centre and Exams customers to notify them of term/registration/exam date/venues, drop out surveys, waitlisted students
• Inputting data into Exams MIS sheets, ESOLCOMMS, Edexcel online registration.
• Attending to signage, Front Line news, Call Centre platform and alike in a timely manner
• Requests for transfers and refunds are processed according to Teaching Centre & Examinations policy
• Corporate clients are preregistered and registered according to Teaching Centre policy
• Call Centre and Contacts database are maintained accurate and up-to-date
• Ensure all materials and displays are always up to date and shelves are accurate appropriately classified, labelled, displayed and sign-posted in the Reception area.
• Comply with HR policies and practices including al the aspects of performance management, employment policies, recruitment practices which meet the corporate standards, Child protection & Equal Opportunity & Diversity policy.
My Accountabilities, responsibilities and main duties: Supervision
• Interact & follow up with CS force team on our Client's daily requests.
• Develop and initiate monthly reports having required project timelines, corporate metrics and productivity measurements.
• Report to CS Manager, CFO & plant G.M
• Measure clients (Banks, Hotels..etc) satisfaction.
• Applying PCI, EMV Quality measurements in Personalization Department.
• Adjust dispatch plans & schedules with team work force.
• Assure secure & safe shipping procedures to our clients (Banks) on time.
• Assign tasks & organize team work responsibilities.
• Ensure effective and timely implementation of all Logistics daily operational goals inclusive of Shipping functions and Inventory Management.
• Lead training, hiring, career development and enrichment of all department associates.
• Support inventory management consisting of reconciling and maintaining of finished goods inventory along with lot date at 3PL warehouse locations.
• Establish and manage relations with warehouses, ocean carriers, customs broker, drayage providers, sales force and customers.
• Oversee and monitor availability of stock to reduce shortages.
• Ensure to process orders and on-time delivery by network of courier companies and warehouses.
• Plan and arrange logistics required shipments.
• Support simplification and standardization of processes to accelerate logistics and enhance efficiency.
• Identify enhancement opportunities and suggest solutions for improvement to top management.
• Assist audits of vendor invoices and month-end processing to incorporate finance accruals.
• Head team to develop, articulate and maintain logistic process documentation.
My Accountability, responsibilities and main duties: Commercial & Service Advisor
-Provide first class customer service bearing in mind that customers have an express requirements, and are looking for immediate - hassle-free solutions.
-Deal directly with customers face to face, electronically or by telephone.
-Identify potential for selling additional services and products during the course of interacting with customers and proactively sells these to secure additional up-selling/new revenue sources for corporate.
-Coordinate and supervise all financial and accounting planning operations e.g. credits, expenditure, collection.
-Daily, weekly & monthly planned visits for all area.
-Increase market share % .
-Respond promptly to customer inquiries & Handle customers complaints.
-Obtain and evaluate all relevant information to handle inquiries and complaints.
-Perform customer verifications.
-Process orders, forms, applications and requests.
-Direct requests and unresolved issues to the designated resource.
-Keep records of customer interactions and transactions, inquiries, comments and complaints.
-Record details of actions taken.
-Manage branch administrations.
-Communicate and coordinate with internal departments.
-Accept and register customer bookings for a range of DHL services and accurately input relevant booking data into DHL applications.
-Effectively respond to all customer enquiries regarding DHL’s services, by consistently and confidently providing customers with accurate information.
-Confidently and knowledgeably handle customer Inquiries / complaints while maintaining composure, and take all possible actions to resolve issues to the customers’ expectations without compromising DHL’s position by over-committing to customers, or being unrealistic in what is offered.
-Assisting in a variety of HR Functions and operations including :
-Handling employee files and records; Collecting required documents and forms
-Assist in employee induction program
-Administrate employees benefits’ programs
-Assist in the recruitment and hiring process: arrange for recruitment events and fairs, filling CV’s, scheduling appointments & interviews
-Handling all HR administrative work: Preparing presentations, taking minutes of meeting, filing, drafting documents and correspondences
-Administrate all employee in adherence with the policies and procedures and prepare reports
-Trained for Oracle system application ( H.R Adminstarative).
My Accountabilities, responsibilities and main duties: Sales Data entry .
• -Analyzing regional requirements and contribute key inputs and finalizing contracts for services and products.
• -Advising upper management about budget planning and expenditure management.
• -Collating, and compiling data/ Inputs from various sources, and
• -Generate key matrices reports for each segment as well as
• Consolidated reports for the region using SAP.
• -Analyzing data for the plant Sales VS Budget.
• -Analyzing branches sales data and YTD(Year to date data) budget.
• -Working with discoverer oracle business program.
• -Analyzing wholesales Sales data and YTD budget.
• -Analyzing key account & special outlets sales data and YTD budget.
Social studies