1. Customer Service Team Leader- Nepal [Number of posts-1]
Pay Band: Locally appointed Grade H,Contract: Indefinite
British Council Nepal is looking for a Customer Service Team Leader to lead the Customer Service team in providing an engaging and friendly customer experience to our internal and external customers. The post holder needs to ensure the team operates within defined procedures and quality standards as per British Council procedures and Customer Management framework.
The role involves leading Customer Service contribution to business targets. A key success factor will be improved customer experiences achieved through the successful implementation of improvement projects, systems and process changes. The post also involves gathering, analyzing and reporting core Key Performance Indicators. The postholder will act as the Complaints manager for the centre .
Main opportunities/challenges/ requirements for this role:
- Service runs to satisfaction of customers and stakeholders
- Achieve Customer Service excellence via response/resolution of enquiries in all channels
- Managing complaints as per agreed policy and processes
- Adherence to all relevant internal systems, processes and procedures
- Ensure knowledge flow related to product and process change
- Process efficiency & sales orientation Identify and act on opportunities to enhance the customer experience
If you are interested to apply, for further information please click here.
2. Customer Service Executive- Nepal [ Number of posts-5]
Pay Band: Locally appointed Grade J ,Contract: Indefinite
Customer Service Executive Nepal will play a key role in delivering an engaging and friendly customer experience to our internal and external customers. The post holder needs to operate within defined procedures and quality standards as per British Council procedures and Customer Management framework. The role is to provide first point of contact for registration/enquiry resolution for the range of British Council services. Channels for customer interaction will be face-to-face at our centres, via telephone and online through social media platforms and web chat. The postholder is responsible for recording enquiries using relevant tools/systems, gathering/sharing customer insight and collecting fees/reconciling income.
Main opportunities/challenges/ requirements for this role:
- Successful resolution of enquiries within defined timelines and to SLA standards
- Responsible for service delivery across channels as per defined British Council standards of service and brand guidelines
- Highlight risks to service or reputation to the functional lead/business team
- Maintain up-to-date knowledge of full range of services provided by the British Council and contribute to achievement of business targets
- Work closely with Marketing and Operations teams to enhance customer journey of exams candidates
- Support internal/external events as required by country operations
- Able to meet customer needs in Nepali and English language
- Professional confidence
If you are interested to apply, for further information please click here:
Closing date: UK time: 23:59, 3 December 2018
The British Council is committed to a policy of equal opportunity. British Council is committed to safeguarding and promoting the welfare of children and young people and expects all of its partners to share this commitment. In line with the British Council’s Child Protection policy, any appointment is contingent on thorough checks. In the UK, and in other countries where appropriate systems exist, these include criminal records checks.