Customer Service Advisor
British Council - Egypt
مجموع سنوات الخبرة :12 years, 5 أشهر
▪ Assisting in answering all types of first level enquiries relating to British Council activities in count ry.
▪ 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.
▪ Deliver accurate and friendly registration services to Teaching Centre students and Examinations
candidates to meet customer needs and to enable targets to be met.
▪ Assist in establishing enrollment targets for international students.
▪ Meet established enrollment targets for international students
▪ Actively maintain current international student contacts using Salesfoce CRM and follow up as
needed.
▪ Identify prospective international students.
▪ Effectively communicate and support prospective international students throughout the enrollment
process.
▪ Maintain effective partnerships with partner universities.
▪ Operate within the guidelines set forth in the company’s policies, procedures and practices.
▪ Help promoting for the company and partner universities through education exhibitions.
▪ Prepare the annual marketing plan and schedules.
▪ Work with department heads or staff to discuss topics such as budgets and contracts, marketing
plans, and the selection of advertising media.
▪ Plan advertising and promotional campaigns.
▪ Negotiate advertising contracts.
▪ Lead and supervise field researchers to conduct all the Market researches required for updating the
company with the latest market knowledge related to the company’s services and products.
▪ Provide competitive analysis on competitors, market trends and pricing.
▪ Interpret data, formulate reports and make recommendations.
▪ Manages and monitors the implementation of marketing plans to meet the needs of customers and
support the achievement of business goals.
▪Aids department head in staff capacity by coordinating office services, such as personnel, budget preparation and control, and records control.
▪Analyses unit operating practices, such as record-keeping systems, forms control, office layout,
suggestion systems, personnel and budgetary requirements, and performance standards to createnew systems or revise established procedures.
▪Contact point between the department and the contractors, for creating, follow up, revising, and finalizing orders.
▪Record keeping for employees, and finalizing monthly time-sheets for payroll.
▪Gathering and analysing different market data, such as sales volume and value, growth rates, key players, etc… for different industries.
▪Conducting extensive Internet research, telephone, and face-to-face interviews.
▪Building and maintaining good business relation with market contacts.
▪Authoring reports containing actionable recommendations.
•Managing a portfolio of accounts.
▪Using existing network of contacts to generate new business.
▪Leading and training other members of the account team.
▪Ensure clients’ demands to be satisfied.
▪Completing administrative work.
Handles customer questions, complaints, and billing inquiries with the highest degree of courtesy and professionalism to resolve customer issues with one call resolution.
▪Communicates with customers using web-based tools and demonstrates the associated proficiency in typing and grammar.
▪Makes financial decisions to protect/collect revenues and adjusts customer accounts.
▪Using the company’s CRM to make sure the costumer issue is resolved and to keep all the related data
▪Responsible for supervising, scheduling, training and organizing workload of all front desk personnel, under supervision of the Administrative Director.
▪Using excellent customer service skills to establish and maintains effective working relationships with other employees, and the general public.
▪Prepare a variety of reports and related information for decision-making purposes, including monitoring monthly expenditure budget.
▪Responsible for checking time-sheets for accuracy.
▪Assists and responds to public inquiries and complaints.
▪Assist in employee evaluations.