Customer Services Team Leader
British Council - Egypt
مجموع سنوات الخبرة :13 years, 10 أشهر
- To contribute to the development of an efficient integrated and motivated Customer Services team which champions British Council values and customer service excellence and work effectively with colleagues across all activity streams.
- To promote the sales of Teaching Centre and Examinations products and services.
- To support delivery of Customer Services strategy as required based on the Customer Service Excellence standards.
- To act as Front-Line Duty Officer (FLDO) for customer service issues, complaints’ management and during incidents. Ensures full coordination with other Duty Officers (Teaching Centre), and premises manager.
- Handle customers and students complaints and feedback. Act upon them in a timely manner according to British Council complaints policy and the Customer Service Excellence standards. •
- Monitor staff performance and address issues when needed.
- Functional line management of Customer Service Assistants to ensure that appropriate briefings on British Council products, Examinations, Teaching Centre, Programs and activities are conducted to allow them to fulfil their duties.
Job duties:
- To provide a professional and efficient integrated customer services on the full range of British Council’s activities and services and to meet Customer Service Excellence standards in all contacts with customers, be that through face to face or emails.
- All enquiries received in person or by mail/e-mail are dealt with in a friendly and professional manner.
- 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.
- To register customers and to collect income received and transfer it accurately.
- Use relevant systems to maintain records on the system & complete daily reconciliations
- Delivering 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.
- Handling requests for transfers and refunds are processed according to Teaching Centre & Examinations policy.
- Ensuring that all materials and displays are always up to date and shelves are accurate appropriately classified, labelled, displayed and sign-posted in the Reception area.
Job Duties:
- Determining requirements by working with customers.
- Answering inquiries by clarifying desired information
- Researching, locating, and providing information.
- Resolving problems by clarifying issues.
- Researching and exploring answers and alternative solutions.
- Implementing solutions.
- Escalating unresolved problems.
- Fulfilling requests by clarifying desired information.
- Completing transactions.
- Completing related requests.
- Explaining new features.
- Maintaining call centre database by entering information.
Job Duties:
- Completing the Hiring process.
- Keeping employee records up-to-date by processing employee status changes in timely fashion.
- Preparing paperwork required to place employee on payroll and establishing personnel file.
- Assisting in hiring process by coordinating job posting on Web site, reviewing resumes, contacting candidates, performing interviews and recommending accepted candidates for a second interview.
- Maintaining Employee Handbook with updated resolutions and other pertinent information, as needed.
- Preparing, validating and executing the company monthly payroll, bonus and any other separate payments to ensure timely payments to the employees.
- Generating Human Resources data reports as necessary.
Job Duties:
- Assisting legal affairs manager in all related matters.
- Following up the daily legal issues
- Reviewing the contracts and verifying the legal information
- Representing the company in courts
- Attending hearings & investigations
- Preparing regular reports stating the company's legal position
Job Duties:
- Providing Legal Support.
- Attending hearings & investigations
- Maintaining Client Relationships
- Preparing Reports and legal notes
- Drafting contracts.
- Organising legal documents by document and case type
Job Duties:
- Developing and maintaining a filing system.
- Maintaining contact lists.
- Maintaining supplies inventory by checking stock to determine inventory level; anticipating needed supplies; placing and expediting orders for supplies; verifying receipt of supplies.
- Coordinating communications with external parties.
- Data entry.
- Performing other related duties as required.
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