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Role Purpose
The post-holder will lead the team of Sales and Customer Services across the country, demonstrating the values, behaviours and knowledge required by Customer Service professionals to ensure the quality and efficiency in service delivered to internal and external clients increase customer satisfaction, loyalty and retention to meet their expectations.
The post-holder will contribute to the volume growth of our consumer facing products by improving sales performance and ensuring reliable data is gathered from new and existing customers and presented to relevant stakeholders in a timely way. Provide measured insights into our customers for various business units within the British Council.
Over the duration of this post, the post-holder will be expected to lead on several change projects within the Customer Service looking at delivering Customer Service Excellence. These projects will be driven by customer expectations and regional initiatives.
Function Overview
The Arab Spring began in Tunisia and although many citizens are disappointed that there have not been more tangible outcomes from their revolution the Tunisian government and a very healthy CSO sector continues to work towards entrenching democracy and attracting inward investment. This has to be seen, however, against a backdrop of a sluggish economy and relatively high rates of unemployment.
The British Council, meanwhile, has a good reputation in Tunisia and works in the English and Examinations, Education, Arts, and Society sectors, with this latter an increasing priority and often offering client-funded opportunities.
The Customer Service team currently consists of 7 Customer Service Advisors (CSA) and is led by a Customer Service Manager (CSM) and Deputy Registrar.
Our vision is to offer the most Trustworthy, Inspiring and Effective customer service, requiring the least effort from our customers, and where customers experience an outstanding service that enhances the reputation of the British Council.
British Council MENA customer service teams will maintain standard Key Performance Indicators that will be evidenced by the annual Mystery Shopping and Customer Effort Assessment. These standards will be reflected in the day to day operations and deliverables.
Main Opportunities
Teaching Centre and Exams sales activities
Customer Care
Leadership and Line Management
Finance and Control systems
Qualification
The British Council is committed to a policy of equal opportunity and is keen to reflect diversity at every level within the organisation. We welcome applications from all sections of the community. We guarantee an interview to disabled candidates who meet the essential criteria. British Council appointments are contingent on thorough checks. In the UK, and where appropriate systems exist overseas, these include Criminal Records checks.
Pour postuler à cette offre d’emploi veuillez visiter jobs.britishcouncil.org.