Exams Customer Services Officer

1 month ago


Beijing, China British Council Full time

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.

 

Pay Band: 5 (from CNY 7,304 per month)
Country/Location: Beijing, China
Department: Exams
Contract Type: Indefinite
Closing Date: Wednesday, 17 April 2024- 23:59 China Time (GMT +8)

 

Role Purpose:
•    This is a key role in the provision of customer service to British Council exams customers including IELTS and Global Exams. The job holder is expected to respond to customer enquiries and complaints in a professional manner, take initiative in exams customer service enhancement and work closely with operations teams in achieving high level of customer satisfaction. This role will also provide support to the National Customer Service Manager in the delivery of national projects and implementation of China customer service strategy.

 

Accountabilities:
Deal with enquiries and complaints from IELTS test takers
•    Work as the leading person for receiving 2nd level IELTS enquiries and complaints from NEEA (National Education and Examination Authority), taking accountability for the delivery of information service to IELTS test takers through emails. 
•    Optimize the enquiries and complaints handling process at national level and drive for system upgrade to improve efficiency and quality. 
•    Be responsible for building and maintenance of IELTS enquiries and complaints knowledge bank.
•    Deal with 1st level IELTS enquiries received from WeChat live chat and optimize the process and function to improve efficiency and quality. 
•    Monitor and ensure enquiries and complaints are handled up to agreed standards in terms of timeliness and information quality at both British Council and NEEA (National Education and Examination Authority) side.
•    Drive for enquiries and complaints data analysis to feed for operational improvement. 

 

Support daily operation of British Council Exams Customer Service Contact Centre Deal with enquiries from Global Exams candidates
•    Provide 1st level customer service to Global Exams customers through both phone calls and emails according to agreed service standards.
•    Deal with 1st level IELTS enquiries as required.  

 

Support IELTS related external communication 
•    Work in a supporting role in handling of IELTS related external communication, meeting agreed service level agreements.

 

Provide support to Customer Service Hub operation and routines
•    Provide assistance in management of emergency situations.
•    Assist customer feedback collection, analysis and reporting.
•    Cover team members as needed.

 

Contribute to customer service enhancement
•    Provide administrative support to the implementation of national project.
•    Identify opportunities to improve customer service through customer voice hearing and analysis.
•    Identify and report potential risks as appropriate.

 

Role specific knowledge and experience:
•    Demonstrative experience dealing with customer service/administration

 

Requirements: 
•    Education: Bachelor’s degree
•    Language: 
o    English B2 (Aptis, IELTS 6 or equivalent) 
o    Chinese C1 (HSK 5 or equivalent)
•    Condition of Employment:
Locally Recruited
Applications are welcomed from candidates currently in this location with a natural right to work.  
Applications are also welcomed from candidates currently based in other British Council country offices. However, please note candidates must have a natural right to work in the country, on a permanent basis, as immigration clearance and/or on-going visa support is not provided by the British Council for this role.  Relocation support is also not provided. 
  
Benefits:
•    Annual Leaves (on a pro-rata basis if the service period is less than one full year); public holidays 
•    Statutory benefits: national social insurance benefits and housing fund 
•    Other benefits: commercial insurance package including accidental insurance, life insurance, and supplementary medical insurance  
•    13th month salary: staff who pass the probation and work for minimum of 6 months in a year will be entitled to annual bonus in December 
•    Performance-related pay: paid annually according to relevant performance review scheme  
•    Professional development opportunities
 

 

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.



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