Customer Services Advisor

2 days ago

Ottawa, Canada 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. Department:  Customer Services  Contract type:  Standard local contract, definite for two years (initially) Payband:  Local PB H Starting salary: from420,000 HUF (gross monthly) Starting date : as soon as possible Role Purpose: Customer Services Advisors deliver high quality front line enquiry and registration services for British Council Hungary activities. They are expected to manage enquiries (face to face, phone and email) and work with a range of systems to ensure the smooth running of Exams registration and the Teaching Centre and contribute to an excellent customer experience. Main Accountabilities (but not limited to the following):    - Respond to face-to-face, telephone and email enquiries accurately, promptly, and to agreed standards. - Provide customers with accurate and up to date information on all British Council services in a courteous and helpful manner using all appropriate resources. - Pro-actively cross-sell the British Council services to enquirers.

Be informed of and actively promote the services of all departments and comply fully with their objectives and procedures. - Register customers, collect and process fees for the Teaching. Identify bank transfer payments for exams and mark registrations as paid in ORS and REX. All payments are made by card or bank transfer and there are no cash transactions. - Issue invoices and refunds when required. - Gather data regarding written, telephone and face to face enquiries. - Process online and offline correspondence accurately and swiftly. Own customer feedback by making clear notes on an enquiry/complaint, channelling them to relevant members of staff and by ensuring the answer is given on time. - Provide back office support to ensure smooth running of all customer services. - Act as the first point of contact to both internal and external customers regarding any piece of information on British Council activity.

Requirements

Essential: Proven experience in customer service; Excellent administrative and organisational skills; Advanced time-management skills; Proficient user of MS Windows Office applications, especially Excel; Excellent written and oral communication skills in English (B2) and Hungarian (C1); Secondary school leaving certificate; Desirable: Experience of working in the field of education; Understanding potential markets / customers. Additional Requirements: The successful candidate must have a pre-existing right to live and work in Hungary. Closing Date: Wednesday 24 July 2024 A connected and trusted UK in a more connected and trusted world. Equality , Diversity, and Inclusion (EDI) Statement

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