Customer Services Advisor

Customer Services Advisor

Date: 4 Jul 2024

Location: Mansooryah, Middle East and North Africa, KW

Company: British Council

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.
Role Purpose
The post-holder will deliver effective, quality-driven first line service to customers, clients and stakeholders at the British Council Kuwait, ensuring the customers receive the information and services they need in a friendly, professional, efficient and responsive environment. They will understand the English Language needs of prospective Adult and Young Learner students and provide effective and persuasive guidance regarding their British Council study pathway, in order to support the achievement of Teaching Centre registration targets.
Main Accountabilities:
Teaching Centre and Exams sales activities

• Handle English Learning and Exams enquires according to agreed British Council standards to convert enquires into registrations
• Create accounts, book students for consultations, courses and Exams on British Council Systems (e.g. TCMS, ORS, CRM)
• Share customer feedback and insight with CSM, Teaching Centre and Marketing
• Make evidence-based recommendations to improve sales conversion rates
• Ensure agreed customer management and compliance processes are followed
• Acquire and maintain an excellent level of product knowledge
• Conduct Teaching Centre consultations
  • Review learning plan and desires with customer and discuss key points according to CS standards.
  • Conduct speaking assessment to evaluate customer’s final language level, considering their written sample and learning goals according to agreed assessment guidelines.
  • Outline recommended study plan to suit customer’s needs
  • Advise customer on available courses using live system data
  • Register customer into desired course and take payment according to cash-handling policy
  • Complete post-consultation administration according to agreed guidelines.
  • Follow up with customers ensuring the customer services excellence and building a strong relationship and rapport with them.
  • Accountable for achieving Teaching Centre and Exam income targets.

Customer Care

• Greet current prospective students, parents, Exams candidates and other customers in a warm, professional manner
• Deal with ‘first level’ customer complaints and suggestions to agreed standards
• Handle other enquiries (e.g. for Education and Arts events) according to agreed standards

Compliance

• Follow shift handover procedures in line with agreed system
• Register exam candidates as per examinations board guidelines
• Handle cash including fines, charges for services, membership charges according to corporate standards
• Maintain the usage of the Exams logbook for collection of statements and certificates
• Carry out daily reconciliations of cash collected before hand over to accountant

Perform other front-line Customer Service work as required. Duties include but are not limited to, the following:

• Assist at offsite events where Customer Service support is required
• Ensure the front of house and consultation areas suitably stocked with up-to-date display and promotional materials.
• Provide verification services for UK certificates.
• Conduct telephone-based surveys or gather other customer data
• Regularly observe Teaching Centre classes and/or visit Exams venues.
• Conduct outbound calls improving teaching centre and exams sales.

Minimum/essential Requirements-
Experience in a sales-focused role B2 level English B2 level Arabic High School Certificate
Desirable Requirements

• British Council product knowledge
• Experience working in academic or educational environment.
• Native Arabic speakers.
• University degree

Further Information

• Number of positions: 4
• Employment Type: FTC 1year
• Location: Kuwait
• Grade: 4 / H
• Deadline to receive applications: 18 July 2024 (23:59 Gulf Standard Time)
• Salary: Gross 354 KWD + 80 KWD Housing monthly
• Other requirements: This role is open to candidates who have the right to work in Kuwait.
• Should be able to commute to remote areas (i.e. Jahra, Abu Fatira)

Please note that all applications should be submitted in English only.
It is advisable to apply in advance to avoid any technical issues at the last moment.
A connected and trusted UK in a more connected and trusted world.
Equality , Diversity, and Inclusion (EDI) Statement
The British Council is committed to policies and practices of equality, diversity and inclusion across everything we do. We support all staff to make sure their behaviour is consistent with this commitment. We want to address under representation and encourage applicants from under-represented groups, in particular, but not exclusively, on grounds of ethnicity and disability. All disabled applicants who meet the essential criteria are guaranteed an interview and we have Disability Confident Employer Status. We welcome discussions about specific requirements or adjustments to enable participation and engagement in our work and activities.
The British Council is committed to safeguarding children, young people and adults who we work with.
We believe that all children and adults everywhere in the world deserve to live in safe environments and have the right to be protected from all forms of abuse, maltreatment and exploitation as set out in article 19, UNCRC (United Nations Convention on the Rights of the Child) 1989.
Appointment to positions where there is direct involvement with vulnerable groups will be dependent on thorough checks being completed; these will include qualification checks, reference checks, identity & criminal record checks in line with legal requirements and with the British Council’s Safeguarding policies for Adults and Children.
If you have any problems with your application please email askhr@britishcouncil.org
Please note: Applications to this role can only be considered when made through the Apply section of our careers website. Our ‘ASK HR’ email is only to be used in case of a technical issue encountered when applying through the careers website. Emails with supporting statements and CV/Resumes sent to this email address will not be reviewed and will be deleted.