Customer Services Adviser

Role Purpose

 

The post-holder will deliver effective, quality-driven first line service to customers, clients, and stakeholders at the British Council Oman, 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:

 

Examinations sales activities

• Handle English Learning and Examinations enquiries according to agreed British Council standards to convert enquiries into registrations.
• Create accounts, book students for consultations, courses and Examinations on British Council systems (e.g. TCMS, ORS, Salesforce).
• Share customer feedback and insight with the Customer Services Manager, Marketing departments.
• 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.  
  • Register customer into desired course and take payment according to cash-handling policy.
  • Complete post-consultation administration according to agreed guidelines.

 

Customer Care

• Greet current and prospective students, parents, examination 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 examination candidates as per examinations board guidelines.                                                                            
• Handle cash including fines, charges for services, membership charges according to corporate standards.
• Maintain the usage of the examination 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 are 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 Exams venues.

 

 

Minimum/essential Requirements-

 

• B2 level English
• B2 level Arabic
• High School Certificate
• 1 year experience in a sales-focused role
• 1 year Experience in a customer service role either face to face or over the phone

Experience working in academic or educational environment.

 

Desirable Requirements-

 

University degree

 

Further Information 

 

• Number of positions: 1
• Employment Type: FTC 2years
• Location: Muscat, Oman
• Grade: 4 H
• Deadline to receive applications: 27 May 2024 (23:59 Gulf Standard Time)
• Salary: 414 Basic+ 190 Housing+ 73 COLA + 60 Transport OMR Monthly