Customer Services Advisor in Bucuresti

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 Services Advisor - Bucharest Role Purpose: To deliver high quality services to internal and external customers and clients which meet their needs and enable the British Council to achieve its objectives. To project a professional image of the British Council and the UK by providing a high quality, welcoming, and efficient integrated service. The job holder is 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 Teaching Centre and Exams registration and contribute to an excellent customer experience. Main Accountabilities: Create and project a professional image of the British Council Act as the first point of contact for both internal and external customers Establish a positive rapport with both internal and external customers Deal directly with customers by phone, e-mail, and face-to-face. Other communication channels may be added in time Demonstrate knowledge about all the British Council services, policies, and procedures Identify customers’ needs and match them to available options Promote and cross-sell the British Council services Own customer feedback by making clear notes on a suggestion/complaint, channeling them to relevant members of staff Register customers for English courses, Exams, and other British Council services Create, maintain, and update customers’ accounts Take responsibility for information provided to customers, both internal and external Manage the customer services working area and make sure it is well-organised and appropriately resourced with updated information and promotional materials Assist with organising and administering office events Receive and handle British Council revenue in cash and credit card Reconcile daily revenue Ensure confidentiality and safety of documents and transactions Use British Council registration systems and databases Meet team and individual targets as agreed with the line manager Provide administrative support as agreed with the line manager Ensure safeguarding and guidelines are applied and upheld in line with standards and policy for the following areas: Child Protection, Equality, Diversity and Inclusion, Fraud Awareness, Information management, Health and Safety Plan the professional development in agreement with the line manager, in order to support performance and job satisfaction Complete the British Council mandatory trainings in line with the Global Policy Framework Role specific skills Use of Outlook (or similar e-mail applications), Word, Excel, Access (or similar applications), Internet browsers Displays a positive, enthusiastic, and passionate attitude Uses positive language Demonstrates attentiveness, through active listening and effective questioning Demonstrates empathy Manages time effectively Is detail oriented ▪ Is accountable Has the ability to work under pressure Demonstrates team-working Requirements: Excellent written and spoken English (C1 – Common European Framework) and Romanian. Pre-existent right to work in the country in which the role is based British Council Core Skills: Communication and Influencing Level 2 - Relates communications to circumstances - Displays good listening, writing and speaking skills, setting out logical arguments clearly and adapting language and form of communication to meet the needs of different people/audiences. Planning and organizing Level 1 - Is methodical - Able to plan own work over short timescales for routine or familiar tasks and processes. Analysing data and problems Level 1 - Is systematic - Breaks down problems into a list of tasks to be done and decides on an appropriate action. Notes The post holder will be required to provide an up-to-date criminal record check. The post holder will need to be flexible about the schedule; they will work 20 /40 hours per week depending on the contract, in two shifts (face- to-face and call centre). Flexible working hours are required to cover the Customer Services opening hours and a shift pattern which includes occasional Saturdays.


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