Deputy Customer service manager
British Council - Kuwait
مجموع سنوات الخبرة :13 years, 2 أشهر
1. Customer services
• Deliver professional customer service to both internal and external customers in line with
Equal Opportunities and Diversity Policy and Child Protection Policy.
• Provide professional answers to customers’ enquiries of different nature and format in
accordance with British Council corporate standards outlined in Customer Management
Framework:
- e-mail
- face to face
- phone
• Pro-actively cross-sell the British Council services to enquirers
• Collect customer feedback by making clear notes on an enquiry/complaint, channelling
them to relevant members of staff and by ensuring the answer is given on time.
• Act proactively, read web site regularly, communicate to colleagues to ensure a good
knowledge of all British Council products and their updates.
2. Teaching Centre and Exams registrations
• Registrations for Teaching Centre and Exams on a continuous basis and proactively
cross-sell all relevant British Council services which customers may be interested in.
• Prepare and take responsibility for handling relevant documents to the Teaching Centre
and Exams customers, such as Teaching Centre registration packs, receipts, invoices,
information leaflets, Exams application forms and so on.
• Assist with placement testing.
• Process students registration in SAP (CAMPUS).
• Assist in conducting surveys
• Follow the British Council processes and procedures for delivering high quality customer
service in line with our standards
3. Promotion and cross selling of the British Council services
• Create and hold a professional image of the British Council.
• Act as the first point of contact to both internal and external customers regarding any
piece of information on British Council activity.
• Bear responsibility for information provided to all customers.
• Administer customer services area, make sure it is clean and used effectively.
• Keep all information and promotional materials up to date.
• Deliver promotion and cross-selling of integrated services.
• Offer tours and demonstrations, walk around the space and offer assistance to
customers.
• Assist with organising and administering office events.
4. Finance
• Ensure confidentiality and safety of documents and transactions.
• Arrange purchase orders and goods receipts in SAP on request.
5. Administrative Support
• Deliver administrative support to teachers.
• Deliver administrative support agreed with the Line Manager on a daily basis. This may
include:
- Support during presentations/British Council events.
- Promotional materials maintenance.
- Calls to TC customers
GENERAL DIRECTOR, STUDENT VIBE (ONLINE RADIO STATION)
18\12\-2010 - Present
For the last 2 years I have been supervising a team of 16 volunteering members in this online radio station. Being one of the 4 founders of this online station made me active in all of the activities.
- Marketing campaigns.
- Locating and contacting potential sponsors.
- Managing social events and training sessions.
- Designed and made the media campaigns.
- Made the website and the stream of the online radio station.
- Sourcing new staff and volunteers
- Holding regular management meetings and discussing future goals.
GULF UNIVERSITY FOR SCIENCES AND TECHNOLOGY (GUST), KUWAIT, BACHELORS IN FINANCE In 2008 I've joined GUST as a finance student and recently I got my degree from there. I've taken many interesting courses in all fields. My most admiring courses were management and marketing courses. I applied what I learned from these courses in my working experience. My accounting courses benefited me as well in my work since I was involved in some basic decision making in KCSC, and a lot at Student Vibe where I was controlling all the cash flows. My finance courses that am majored in had a lot of theories that I've learned and waiting to actually apply them in real life which am looking forward to do. COMMUNICATION During my studies in GUST, almost each semester I had at least one presentation. It's always a good idea to be creative in presentations to attract the audience and capture them with you to deliver your message. On the other hand during my experience at Student Vibe, I have made many presentations and interviews in media in order to promote and spread the idea of the station. All kind of presentations were made during this time period. I have a very good Arabic (native language) and a very good English as well. My skills in them are good in writing, speaking and comprehending. I have a moderate Spanish language but only in speaking and listening LEADERSHIP - I was a project leader of some courses at GUST. - General director at Student Vibe (GUST student's club) - Motivating my team members to achieve our perspectives