Customer Services Advisor

British Council

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We support peace and prosperity by building connections, understanding and trust between people in the UK and countries worldwide.

We work directly with individuals to help them gain the skills, confidence and connections to transform their lives and shape a better world in partnership with the UK. We support them to build networks and explore creative ideas, to learn English, to get a high-quality education and to gain internationally recognised qualifications.

Working with people in over 200 countries and territories, we are on the ground in more than 100 countries. In 202122 we reached 650 million people.

Department:Customer Services

Contract type:Local standard, full time, definite (maternity leave cover)

Payband:Local PB H

Starting salary: from 420,000HUF (gross monthly)

Starting date: as soon as possible

Role Purpose:Customer Services Advisorsare expected to manage enquiries (face to face, phone and email) and work with a range of systems (Teaching Centre Management System, Exam online registration systems, Access database) to ensure the smooth running of Exams registration and the Teaching Centre and contribute to an excellent customer experience.

This role requires analytical thinking skills, excellent organisational skills. Attention to detail and high level of professionalism are also essential. In addition, the post holder will be expected to be flexible, pro-active, customer and sales orientated with excellent communication and computing skills.

Main Challenges:The job requires the ability to work successfully across the whole office, but with a focus on Teaching Centre and Exams colleagues. There are peak periods for Teaching and Exams that cause pressure points for the CS team and you need to be able to work with and support your colleagues within the CS team led by the Customer Services Manager based in Bratislava, Slovakia.

Main Accountabilities:

Respond to face-to-face, telephone and email enquiries accurately, promptly, to agreed customer service standards and in line with the internal Customer service level agreement.

– Provide customers with accurate and up to date information on all British Council services using all appropriate resources.

– Pro-actively cross-sell the British Council services to enquirers. Be informed of and actively promote the services of all departments and comply fully with their objectives and procedures.

– Register customers, collect and process fees for the Teaching Centre (using TCMS Teaching Centre Management System). Identify bank transfer payments for exams and mark registrations.

– Issue invoices and refunds when required.

– Gather data regarding written, telephone and face to face enquiries.

– Provide back office support to ensure smooth running of all customer services.

– Act as the first point of contact to both internal and external customers regarding any piece of information on British Council activity.

Requirements:

Minimum/Essential:Excellent written and oral communication skills in English (B2) and Hungarian (C1); Secondary school leaving certificate; Proven experience in customer service; Excellent administrative and organisational skills; Advanced time-management skills; Proficient user of MS Windows Office applications, especially Excel.

Desirable: First degree or level equivalent; Experience of working in the field of education; Understanding potential markets / customers.

Benefits:Home Internet reimbursement (up to HUF 5,000); Szchenyi Recreation (SZP) Card, up to 14 public holidays (UK and HU), sick day/s, learning and development opportunities, discount on company products (exams and language courses)

Additional Information:The post holder must have the right to live and work in Hungary. The working week is Tuesday-Saturday.

Closing Date: Tuesday 12 December 2023 23:59 CET

A connected and trusted UK in a more connected and trusted world.

Equality , Diversity, and Inclusion(EDI) Statement

The British Council is committed to policies and practices of equality, diversity and inclusion across everything we do. We support all staff to make sure their behaviour is consistent with this commitment. We want to address under representation and encourage applicants from under-represented groups, in particular, but not exclusively, on grounds of ethnicity and disability. All disabled applicants who meet the essential criteria are guaranteed an interview and we have Disability Confident Employer Status. We welcome discussions about specific requirements or adjustments to enable participation and engagement in our work and activities.

The British Council iscommitted to safeguarding children, young people and adults who we work with.

We believe that all children and adults everywhere in the world deserve to live in safe environments and have the right to be protected from all forms of abuse, maltreatment and exploitation as set out in article 19, UNCRC (United Nations Convention on the Rights of the Child) 1989.

Appointment to positions where there is direct involvement with vulnerable groups will be dependent on thorough checks being completed; these will include qualification checks, reference checks, identity & criminal record checks in line with legal requirements and with the British Councils Safeguarding policies for Adults and Children.

If you have any problems with your application please email [email protected]

Please note: Applications to this role can only be considered when made through the Apply section of our careers website. Our ASK HR email is only to be used in case of a technical issue encountered when applying through the careers website. Emails with supporting statements and CV/Resumes sent to this email address will not be reviewed and will be deleted.


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