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 2021-22 we reached 650 million people.
Job Title: Customer Care Associate
Purpose of job:
To deliver a positive experience for all potential and existing British Council customers with an aim to maximise our business. The aim is to provide first time resolution to all customer enquiries over the Phone, emails & chats.
Main opportunities/challenges for this role
Accountabilities, responsibilities and main duties:
\xe2\x96\xaa Actively promoting, recommending and providing guidance about British Council products, programmes and services, appropriately tailored to customers\' individual needs whilst making sensible attempts to cross-sell.
\xe2\x96\xaa Solve customer queries on Phone, Emails & Chats.
\xe2\x96\xaa Should be able to meet the sales conversion targets individually and contribute in the overall team sales target too.
\xe2\x96\xaa Ensuring service levels are met, access and quality standards are upheld, by answering inbound enquiries accurately and promptly and meeting agreed targets and timescales
\xe2\x96\xaa Accurately complete call logs on CRM/other tools and update necessary data sheets and coding all customer interactions in line with business requirements
\xe2\x96\xaa Working closely with colleagues and team members to share information, make new suggestions, and provide feedback surrounding customers\' needs, concerns and issues to the Sales and Customer Service Management team. Sales and Customer Service Management team
\xe2\x96\xaa Research on required information using available resources/applications (Website, Shared drive, Knowledge Management Tool etc.)
\xe2\x96\xaa Route/Transfer calls to appropriate resource/channel if necessary
\xe2\x96\xaa Follow up on customer enquiries where necessary via outbound call or email
\xe2\x96\xaa Maintain the minimum agreed British Council quality standards on each customer interaction
Information Security
- Ensure that their workforce are aware of the information security policies and comply with them - Ensures that the team complies to ISO 27001 and IGA related requirements
- Send account opening requests effectively
- Disable accounts immediately for leavers and Absconders /on long leaves
- Document and monitor / review access levels of his/her team
- Provide security awareness and education to team
- Manage Records to ensure compliance to Freedom of information act
- Ensure incidents of their respective functions are closed within SLAs
Key Relationships:
Internal
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