Customer Service Assistant : To Deliver An Effective Quality Driven First Line Service To Customers, Clients And Stakeholders At The British Council Beirut.

Accountabilities, responsibilities and main duties: In line with British Council’s Equal Opportunity & Diversity Policy and other overarching corporate policies:   Customer Services and Communication To provide information to customers, face to face, over the telephone and by e-mail, being the main point of contact for enquiries handled by the Customer Services team. Respond to all enquiries as per the standards of the British Council Customer Service policies, as outlined in the Customer Management Framework. Actively participate in holding internal and external Mystery Shopping exercises. Support net promoter and scorecard results. Collect feedback from customers actively and forward it to relevant stakeholders when required. Act as first point of contact for customers’ issues, complaints  and during incidents on daily rotational basis with other Customer Services Assistants. Ensure full coordination with other team members and other colleagues when needed. Promote the sales of Examinations products including Examination based courses, with a primary focus on IELTS.   Registration & Finance To register customers and to collect income received and transfer it accurately onto Finance and Business System (FABS) or other financial systems, to maintain records on the system and complete daily reconciliations To ensure that all income collected by line managed staff and team is reconciled and posted accurately in system. All requirements of audit, financial reporting is met and any discrepancy in reported to line management within stipulated deadline.   Administrative support - To assist with day to day administration of the Teaching Centre and Exams departments as required including certificates. Administrative support is provided to Exams and Teaching Centre where data management, channels of communication SMS and emails are sent to customers as per business needs   Support Business Growth To support business growth of Teaching Centre and Examination departments by achieving targets set out for the year.  Work as main point of contact at IELTS desk ensuring that candidates are supported while they register for IELTS test with the British Council Pro-actively cross sell products and services of the British Council to new and existing customers.   Assist in proactive provision of information to different Target audiences To arrange mail shots sent to contacts within one week of receipt of materials To conduct presentations in and out of office to promote specific products/services, namely Education UK To send invitations by fax/email promoting UK institutions visits To assist in arranging appointments on behalf of UK institutions representatives   Collection, facilities and space management To ensure stock is appropriately classified, labelled, displayed and sign-posted To ensure materials and displays are always up to date and accurate To ensure all computer and audio/visual resources are in functioning order To ensure furniture and equipment is clear and ready to use To ensure all displayed materials on board and shelves are always up-to-date To ensure the Customer Service  area and display materials are maintained to a suitable standard   Equal opportunity & Diversity To explore and identify opportunities to support the British Council’s Equal Opportunity and Diversity strategy and considers all the seven areas of EO&D framework in all areas of work.