Customer Service Assistant - Cairo (Heliopolis & City Stars)
Region
Middle East North Africa (MENA)
Country / Territory
Egypt
Location
Cairo
Department
English & Exams
Job Category
Customer Services
Pay Band
Locally appointed Grade J
Vacancy Description
Job Title: Customer Service Assistant Department: English and Exams Location: Cairo - Egypt Contract Duration: 1-year Fixed Term contract with renewable option Number of Posts: 4 Post Heliopolis – 2 Posts City Stars - 3 Posts Agouza Grade: J Salary: 3856.66 EGP/Month Closing date: 08 December 2018
 
Details

About Us:
The British Council is the UK’s international organisation for cultural relations and educational opportunities. We create friendly knowledge and understanding between the people of the UK and other countries. We do this by making a positive contribution to the UK and the countries we work with – changing lives by creating opportunities, building connections and engendering trust.

English & Exams:
Through our English and Exams work we aim to achieve more widespread and better-quality teaching and learning of English worldwide and offer access to professional qualifications. Working with policymakers, government ministers, teachers and learners across the world we help millions of people to access English by supporting the teaching and learning of English in public education systems, and through self-access materials and courses. We teach learners and teachers of English face-to-face in dedicated teaching centres and online through a range of courses. Every year three million people take international exams with help from the British Council, gaining qualifications that can open doors at leading academic institutions and improve employment prospects.

Context
and environment: (e.g. dept description, region description, organogram):

Customer Service Delivery

To assist with the delivery of an integrated service to corporate standards which meets the needs of internal and external customers to enable all departments to meet their agreed targets:

· Assisting in answering all types of first level enquiries relating to British Council activities in country.

· Assisting with dealing with second level (specific) enquiries or referring them to the appropriate person within the office who can deal with them.

Accountabilities, responsibilities and main duties

1.     Registration & Finance

 

·To register customers and to collect income received and transfer it accurately.

·Use relevant systems to maintain records on the system & complete daily reconciliations.

 

2.   Back Office support

 

 
To carry out a range of back office tasks including post registration services, Campus/finance related tasks, supporting corporate client registration, data handling, support for delivery of events and maintenance for contacts and Call Centre platform. To assist with the day to day back office administration of the Teaching Centre and Exams departments as needed, coordinated by the Customer Services Manager and Officers including but not limited to:

· Deliver accurate and friendly registration services to Teaching Centre students and Examinations candidates to meet customer needs and to enable targets to be met

· Handling Exams and Teaching Centre back office tasks within the Service Levels Agreements agreed and according to Quality Standards and guidelines

· Inputting customer data on TCMS.

· Requests for transfers and refunds are processed according to Teaching Centre & Examinations policy

· Corporate clients are preregistered and registered according to Teaching Centre policy

· Ensure all materials and displays are always up to date and shelves are accurate appropriately classified, labelled, displayed and sign-posted in the Reception area.

· Comply with HR policies and practices including all the aspects of performance management, employment policies, recruitment practices which meet the corporate standards, Child protection & Equal Opportunity & Diversity policy.

For more information please check the role profile

Role Profile.pdf
British Council Behaviors.pdf
British Council Core Skills.pdf

 

Equality Statement:
Valuing diversity is essential to the British Council’s work. We aim to abide by and promote equality legislation by following both the letter and the spirit of it to try and avoid unjustified discrimination, recognising discrimination as a barrier to equality of opportunity, inclusion and human rights.   All staff worldwide are required to ensure their behaviour is consistent with our policies.

Child Protection:
The British Council is a full member of Keeping Children Safe (KCS) and has achieved level 1 child safe certification. We believe that all children have the right to be protected from all forms of abuse as set out in article 19, UNCRC, 1989 and that every child matters - everywhere in the world. In line with the British Council's Child Protection policy, any appointment is contingent on thorough checks including criminal record checks, in line with legal requirements.