Call Centre Assistant – Cairo, Egypt
Region
Middle East North Africa (MENA)
Country
Egypt
Location
Cairo
Job Category
Customer Services
Pay Band
Locally appointed Grade J
Vacancy Description
One year- with renewable options / Internal and External Candidates / Grade J - Gross Salary EGP 3856 / anticipated contract start date: Oct 2017
 
Details

British Council Egypt is recruiting Call Centre Assistant  (multiple posts).

Purpose of job:
 

British Council Egypt is recruiting Call Centre Agent – to project a professional image of British Council and provide a high quality, welcoming and efficiently integrated enquiry service for the full range of the British Council’s English and Exams activities, product and services through the call centre. This post aims to meet customer Service Excellence standards in all contacts with customers. Call Centre agents spend their shifts answering customers calls across a number of areas (Teaching Centre, Exams, programs, projects. etc.), including answering enquiries, handling complaints, providing information and troubleshooting problems. 


Accountabilities, responsibilities and main duties:   

Service teaching centre, exams and UK education/information enquiries through telephone calls, and to operate telephone switchboard

  • To answer all incoming calls through our call centre to corporate customer care standards
  • To answer all basic enquiries (according to definition provided) to satisfaction of customer
  • To respond to telephone enquiries that need following up within 12 hours unless research is required and the enquiry cannot be answered immediately.
  • To acknowledge and state when answer will be provided if enquiry cannot be answered within standard period.
  • Reports and call logs need to be maintained and updated on daily basis
  • To approach customers proactively and offer help with finding information and using resources
  • To deal with ‘first level’ customer complaints and suggestions to agreed standards
  • To ensure customers are served to agreed standards
  • To maintain close working relationship through briefings with teams about current and up-coming events and activities and the ways that they can be supported (e.g. provision of promotional flyers and/or posters detailing an education exhibition)
  • To handle customers enquiries regarding services, products and materials are answered to agreed standards in an efficient, informed manner
  • Process caller requirements in accordance with British Council’s approved operating procedures for Service Inquiry, Customer Support, Complaints, and related issues. This would include comprehensive data collection on caller details, service information delivery and query response.

 

Be prepared to work unsocial or varied hours in order to ensure high standards and appropriate customer service; flexible working hours. The customer service operates 7 days a week, morning to evening.

 

The job holder will be expected to work in some evenings according to schedule.

 

The post holder will work on a 5 day week shift basis and is entitled to 2 days off, in some cases non-consecutive days off. Shift Schedule is subject to change, and flexibility in adjusting hours of work is essential when there is an operational need to do so.



Qualifications Required:

Post holder must be University degree or equivalent, fresh grads with a minimum of 1 year of experience in any related field. English fluency is a must – B2 level (this will be assessed through our internal tests).


For More information on the vacancy kindly check the below documents: 
BC Behaviour.pdf
•British Council Core Skills.pdf
Role Profile.pdf