Customer Service Executive
The British Council has had a presence in Nepal since 1959. The British Council office in Nepal has been active in improving the teaching and learning of English, education sector projects and partnership programs, education promotion, UK examination and policy dialogue activities. British Council has also delivered range of Skills programmes in South Asia.
Details / requirements:
Customer Service Executive- Nepal [Number of posts-5]
Pay Band: Locally appointed Grade J, Contract: Indefinite
Customer Service Executive Nepal will play a key role in delivering an engaging and friendly customer experience to our internal and external customers. The post holder needs to operate within defined procedures and quality standards as per British Council procedures and Customer Management framework.
The role is to provide first point of contact for registration/enquiry resolution for the range of British Council services. Channels for customer interaction will be face-to-face at our centres, via telephone and online through social media platforms and web chat. The post holder is responsible for recording enquiries using relevant tools/systems, gathering/sharing customer insight and collecting fees/reconciling income.
CONTEXT AND ENVIRONMENT
The Nepal Operation
The British Council has been working in Nepal since 1959. The main activities are Examinations, Grant-funded (GPF) and Full Cost Recovery (FCR) project management for development services. The GPF programme comprises teacher education (Connecting Classrooms), school leadership and links with UK schools (Connecting Classrooms), empowerment projects for women and girls (EDGE) and Arts. The flagship FCR project is the 4 year EU funded TVET-PP project. British Council Nepal has a number of key partnerships with local and international organisations including, EU, VSO, GAN and several Ministry of Education line agencies.
Nepal Examinations Services portfolio includes IELTS, Cambridge GCE (AS & A level), professional qualifications (e.g. ACCA) and a small number of university exams. Demand for IELTS is high and has seen significant growth in the last three years.
Main opportunities/challenges/ requirements for this role:
- Successful resolution of enquiries within defined timelines and to SLA standards
- Responsible for service delivery across channels as per defined British Council standards of service and brand guidelines
- Highlight risks to service or reputation to the functional lead/business team
- Maintain up-to-date knowledge of full range of services provided by the British Council and contribute to achievement of business targets
- Work closely with Marketing and Operations teams to enhance customer journey of exams candidates
- Support internal/external events as required by country operations
- Able to meet customer needs in Nepali and English language
- Professional confidence
If you are interested to apply, for further information please see the link below:
Closing date: UK time: 23:59, 3 December 2018
The British Council is committed to a policy of equal opportunity. British Council is committed to safeguarding and promoting the welfare of children and young people and expects all of its partners to share this commitment. In line with the British Council’s Child Protection policy, any appointment is contingent on thorough checks. In the UK, and in other countries where appropriate systems exist, these include criminal records checks.
Overview
| Category | Customer Service |
| Openings | 5 |
| Experience | Please check vacancy details. |
| Education | Please check vacancy details |
| Posted Date | 20 Nov, 2018 |
| Apply Before | 03 Dec, 2018 |
| City | Kathmandu |