Exams Customer Services Officer

Found in: beBee S CN - 3 weeks ago

Beijing, China British Council Full time

tendersglobal.net

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 202122 we reached 650 million people.

Pay Band: 5
Location: Beijing or Chongqing, China
Department: Exams
Contract Type: Fixed term contract (3 years)
Closing Date: Sunday, 19 November 2023- 23:59 China Time (GMT +8)

Role Purpose:
This role is for a call centre agent position within the British Council China Exams Customer Service Hub. The primary customers for this role include candidates taking the IELTS and GES exams and the job holder is expected to handle level 1 inquiries/complaints through telephone, email, and other online channels by providing accurate and relevant information within our promised service timelines. The goal of this role is to achieve a high level of customer satisfaction through effective customer support.

Main accountabilities but not limited to the following:
Deal with customer inquiries
Handle IELTS-related level 1 inquiries from all British Council public-facing channels, such as telephone, email, and WeChat, while upholding British Council customer service standards.
Support the handling of GES level 1 inquiries and facilitate external communication.
Maintain inquiries catalogues and a knowledge bank as part of the daily routine.

Deal with level one complaints
Respond to customer complaints, conduct investigations in coordination with operations teams, and make professional judgments to bring customer complaints to a satisfactory resolution.
Achieve a high level of customer satisfaction by taking timely follow-up actions to address complaints in accordance with relevant policies.
Maintain complaints catalogues and a knowledge bank as part of the daily routine.

Manage outsourcing staff
Act as the first point of contact and team leader for outsourcing staff.
Manage the roster for outsourcing staff to ensure adequate staffing.

Provide support to Customer Service Hub operations as required
Assist in the management of emergency situations.
Provide coverage for team members as needed.
Provide administrative support for the implementation of national projects.

Role specific knowledge and experience:
Knowledge/experience in customer service.
Knowledge/experience in call centre operation

Role specific skills:
Effective Communication: Skills to make clear and professional communication to address customer inquiries, resolve issues, and ensure a positive customer experience.
Customer Service Awareness: Understanding the dynamics of customer service operations, including customer interactions, service metrics, and key performance indicators (KPIs).
Problem-Solving: Be able to analyse customer issues, find solutions, and when necessary, escalate problems.

Requirements:
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 iscommitted 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 Councils 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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