Call Centre Agent in Jeddah , Saudi Arabia - YA20146057
Region
Middle East North Africa (MENA)
Country / Territory
Saudi Arabia
Location
Jeddah
Department
English & Exams
Job Category
Customer Services
Pay Band
Locally appointed Grade H
Vacancy Description
Grade H/ Basic Monthly salary SAR 5,135+allowances /Local Contract/ 5 Months Contract/ Open to Male & Female resident of Saudi Arabia and Saudi nationals.
 
Details

The British Council Jeddah office is recruiting “Call Centre Agent” To consistently deliver the highest quality British Council Customer Experience in your role, as the first point of contact for all British Council enquiries and registration services. To demonstrate the attitudes, skills, behaviours and knowledge required by British Council customer service professionals and in accordance with British Council Customer Service Standards. To promote and cross sell British Council products and services.

The post is only open to residents in Saudi and Saudi nationals.

Accountabilities, responsibilities and main duties:
  • Respond to all phone and emails 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 service enquiries and support in an efficient manner and in accordance with Teaching and Exams Quality Standards. These will help the English and Exams Team meet their ambitious targets. 
  • Be responsible for the quality of all first line enquiries such as telephone and e-mail, related to all British Council services, products, activities and events. In so doing contribute positively to Mystery Shopping, Customer Effort Assessment, Net Promoter and Scorecard results.
  • Identify, understand and meet every customer’s needs and check that their needs have been met to ensure we attain our customer service and corporate targets as well as maintain our brand promise.
  • By following enquiry guidelines, 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 of them.
  • Promote and cross sell BC products and services in a professional manner.
  • Perform duties in line with BC Terms and Conditions of Service, Code of Practice and Equal Opportunities and Diversity guidelines.
  • Ensure you are up to date on all information relating to your job by asking for relevant written guidance, briefings, coaching, shadowing and training where appropriate through the Call Centre Manager and Country Customer Service Manager and through other relevant staff in all departments.
  • Identify improvements you can make to your service delivery and with your line manager draw up deliverables and a development plan.
  • Collect customer feedback through Customer Service questionnaires, Customer Comments and Net Promoter Scores and return to Call Centre Manager.
  • Communicate examples of Customer Service Success Stories to the Call Centre Manager and Country Customer Service Manager.
  • Perform Call Centre related administration tasks in a timely manner to ensure smooth running of Call Centre operation
  • Use IT efficiently and in accordance with IT policies and standards

 

 

For more details on the Vacancy Kindly see the below documents:

BC Behaviours

Role Profile

Core skills

 

Qualifications & experience:

  • University Graduate or Diploma in the business or marketing field
  • Experience of Customer Service – One year minimum

 

Other Requirements:

  • Ability to communicate well in spoken and written English and Arabic.
  • The post holder might be required to work outside the standard working hours and during the weekend. Any additional hours worked will be compensated through TOIL.
  • Applicants with a valid residence permit in Saudi Arabia are eligible to apply for the post.

 

If you are interested in applying and feel that you are suitable for the role,

Please apply before 23rd August 2017 (23:59 UK Time).

 

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.