Customer Service Support
British Council
Total des années d'expérience :16 years, 11 Mois
The customer service department acts as a liaison, provides product/services information, and resolves any emerging problems our customers might face with accuracy and efficiency according to British Council's values, standards, and quality of service.
⮚ Support Customer Services Manager in supervising the customer service team and assuring a high level of service delivery
● Take ownership of customers issues and follow problems through to resolution
● Develop service procedures, policies and standards
● Plan, prioritize and delegate work tasks to ensure the proper functioning of the department
● Oversee the achievement and maintenance of agreed customer service levels and standard
● Creating POs on the SAP system.
● Collecting offers from suppliers.
⮚ Deliver Customer Services to British Council clients:
• Accepting and filtering student applications.
• Assessing applications according to their level.
• Organizing and filing of recruitment documentation.
• Providing consultations with prospective students when requested
• Referring prospective students to specific program directors for additional information (when needed)
• Processing student registration and payment
• Communicate with applicants about their application status, including acceptance/rejection
• Responding to information requests
• Participating in (or delivering) info sessions if needed
• Other duties as assigned
• Referring accepted students to scholarship and bursary information as applicable
Conduct regular meetings with staff to discuss operational updates, ideas and issues. Develop and implement plans to improve operational effectiveness and efficiency.
Providing a range of HR and recruitment administration services to employees from joining to the
expiry of the contract and assisting in all matters relating to contractual terms including end of
service benefits, work permit etc. Preparation of all types of letters of employment and keeping staff
informed of changes in their terms and conditions of employment. Up-dating knowledge and
information about employment conditions at the out-stations to ensure all HR decisions abide by
local laws. Manages and resolves complex employee relations issues. Conducts effective, thorough
and objective investigations. Works closely with management and employees to improve work
relationships, build morale, and increase productivity and retention. Provides HR policy guidance
and interpretation. Develops contract terms for new hires, promotions and transfers. Assists
international employees with expatriate assignments and related HR matters. Contribute to
business unit restructures, workforce planning and succession planning. Identifies training needs for
business units and individual executive coaching needs.
As a part of the Customer care team at City Mall which is one of most prestigious and massive malls in Jordan, My main role was leading the supports of the mall’s customer service activities by directing and overseeing team members, resolving customer questions or complaints, and developing programs and procedures to enhance productivity and performance. This role balances direct customer support with team coordination, oversight, and my roles frequently serves as liaisons between the mall and its customers, working with sales and accounts receivable teams to drive repeat customers, and help the mall meet profitability goals.
The customer care team leader position is responsible for providing quality and efficient customer service to customers through the daily management of a team of employees the position is responsible for assisting the manager with development, analyses and implementation of staffing, training, telemarketing, scheduling and reward/recognition programs.
Business administration knowledge with solid IT background