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Customer Experience Coordinator

2 months ago

Ottawa, Ontario, Canada British Council Full time

We strive to build connections and understanding between people in the UK and around the world at the British Council.

Our team supports individuals to gain skills, confidence, and connections to improve their lives and shape a better world in partnership with the UK. We help them develop networks, explore creative ideas, learn English, access high-quality education, and acquire internationally recognised qualifications.

We work with people in over 200 countries and territories, with a presence in more than 100 countries. In recent years, we have reached millions of people annually.

Key Role Information

Job Type: Part-time (0.5 FTE), definite for two years (initially)

Pay: CZK 15,208 gross monthly (local PB4 / H payband)

Location: Based in our Prague office, working on a shift schedule covering weekdays and Saturdays.

Accountabilities:

  • Deliver administrative and customer service tasks to maximise quality, continuity, and efficiency.
  • Respond to enquiries from customers through various communication channels.
  • Act as a single point of contact for customers, guiding them through the sales process using CRM (Salesforce).
  • Meet sales targets and Key Performance Indicators (KPIs) set by the organisation.
  • Maintain databases, report accurately, and provide administrative support as agreed.
  • Plan and prioritise work activities, task coordinating others where needed.

Requirements:

Minimum/Essential: Proven experience in customer service, advanced computer skills, written and oral communication skills in English (B2) and Czech (C1), secondary school leaving certificate.

Desirable: Experience in education, understanding potential markets/customers, bachelor's degree or equivalent.

Additional Requirements: Ability to work flexible hours, including shifts, and plan leave carefully to accommodate operational requirements.