Работа в России, вакансия - Customer Service Assistant • Алматы - id387

Job Title: Customer Service Assistant (Kazakhstan)

Company: British Council

Location: Almaty, Kazakhstan

Contract type and duration: fixed term, one year contract

The gross monthly salary for this post is KZT 356,500

Closing date for applications: 26 September 2024 (23:59 Almaty time). Please note that only shortlisted candidates will be contacted. Please do not apply if you are currently a student.

Role Purpose:

To support the achievement of country plan objectives in Kazakhstan by delivering customer services, to project a professional image of British Council and provide a high quality, welcoming and efficiently integrated enquiry service for the full range of the British Council’s English and Exams activities, product and services. To meet customer Service Excellence standards in all inbound and outbound contacts with customers.

Main opportunities/challenges for this role:

• An excellent career path and development opportunities within the team and inside the organisation in other SBU’s
• Good time management skills are needed, as well as an ability to work under pressure with time limits responding to various customer requests while gets along well with others
• This post requires punctual and continuous attendance to the office within working hours
• Some overtime in peak times may be required with prior approval from line manager

Main Accountabilities:

• Contribute to the smooth running of the British Council’s Integrated Customer Service function by providing excellent standards of service, by handling enquires through all channels: face-to-face, telephone, email, social media and others.
• Overall coordination and supervision of all customer enquiries related to British Council activity in Kazakhstan in line with the Global Customer Services Policy and Framework.
• British Council Customer Management Framework is known, strictly followed by the team and disseminated widely within Kazakhstan operations.
  • Provide excellent customer experience to all British Council customers and partners by maintaining the Customer Services standards.
  • Ensure all enquiries through all channels are recorded on a timely basis.
  • Conduct telephone-based surveys and/or gather other customer data.
  • Provide integrated customer-oriented service across all British Council products through effective coordination with all business units.
  • Provide customer insight in order to improve customer experience.
  • Handle enquiries and complaints effectively meeting or exceeding customer expectations.
• Take responsibility for onboarding new or ad-hoc contracted customer experience team members.
• Support the procurement and contracting of goods and services, and payment for them, in accordance with British Council procedures.
• Ensure that all projects and activities reflect the British Council’s values and adhere to its Equality, Diversity and Inclusion principles Safeguarding Health and Safety Environmental Framework.

Role Requirements:

Essential

• Fluent written and spoken Kazakh and/or Russian and English
• Relevant university degree or equivalent experience
• Working in a challenging environment operating against very tight deadlines
• Experience working in a compliant and regulated environment
• Experience of working in a high volume, busy operational environment, delivering to standard and managing confidential materials
• Right to work in Kazakhstan

Desirable

• Basic IT skills to support delivery of computer-based exams
• Previous experience of examinations administration and procedures
• Experience of supporting on delivery of computer-based exams
• Experience working with CRM & Call management systems