Omier Wa'el Ayoub Mousa Mousa

Brief summary of role and main achievements
* Respond to all enquiries in a positive and professional manner in accordance with the British
Council Customer Service Standards and Policies, as outlined in the Customer Management
Framework.
* Deliver Teaching Centre and Exams Department registration services and support efficiently and
in accordance with Teaching and Exams Quality Standards, to help meet the English and Exams
Team ambitious targets.
* Responsible for the quality of all first line enquiries such as face to face, telephone and e-mail
related to all British Council services, products, activities and events, to contribute positively to
Mystery Shopping, Net Promoter and Scorecard results.
* Identify, understand and meet customer’s needs and check that their needs have been
accomplished to ensure that we meet our customer service and corporate targets as well as our
brand promise.
* Using enquiry guidelines to ensure that where appropriate enquiries and feedback are passed
on to the relevant British Council person and department.
* Refer to the Service Level Agreement to ensure they are clear on what is and what is not
expected from them.
* Promote and cross sell British Council products and services in a professional manner.
* Perform duties in line with British Council Terms and Conditions of Service, Code of Practice
and Equal Opportunities and Diversity guidelines.

Accountabilities, responsibilities and main duties:

Accountabilities, responsibilities and main duties:
* Driving right behaviours in the team towards greater awareness related to maintaining confidentiality of
sensitive exam related materials.
* Implementing improvement actions in the distribution and logistics of handling confidential materials.
* Working in a challenging environment against tight deadlines and compliance regulated procedures.
* Occasional work out of office hours
* Maintaining confidentiality and dealing with sensitive exams related materials.
* No mobile devices are allowed to enter exams the secure areas.

Solve reservation problems for transit passengers.
* Maintain a good relationship with airline personnel, immigration and custom officers, Airport
Hotel staff, and tourism agencies.
* Handling arrival guests with pick up requests, and arrange transportations.