Monday , May 20 2024

British Embassy Job Vacancies – Customer Advisor

Website British Council

Job Description:

This is a fantastic opportunity for an individual seeking to provide excellent customer support as part of a high-performing customer service team. This includes answering enquiries received via e-mail, telephone, social media and in writing; providing administrative support for the team in delivering the service and working alongside key internal stakeholders.

Job Responsibilities:

  • Manages relationships with a wide variety of customers relating to all aspects of the work of the British Council from customers based all around the world
  • Provides support for UK-based English and Exams customers throughout the customer journey
  • Uses Salesforce CRM to manage customer accounts and cases, taking end-to-end accountability for customer enquiries to deliver an effortless experience
  • Builds relationships with new and existing customers by using customer accounts in Salesforce CRM, establishing their needs and managing cases in line with global customer service standards
  • Empowered to manage and resolve low-level customer complaints in accordance with British Council Global Complaints Guidelines and without the need to escalate
  • Identifies and escalates more complex enquiries or high-level customer complaints appropriately and in a timely manner
  • Takes ownership of enquiries and uses relationships with key internal contacts to ensure enquiries and complaints are resolved swiftly and positively
  • Interprets existing processes and policies to identify ways to resolve customer enquiries
  • Develops relationships for effective customer enquiry handling at B2B and B2C with an agreed group of internal customers/stakeholders and actively shares, develops and disseminates information relevant to effective customer enquiry handling

Job Requirements:

  • The successful candidate will have experience of working in a team ideally within a customer service environment as well as demonstrable experience of Using judgement and problem-solving skills to resolve complex enquiries and complaints.
  • Excellent telephone and writing skill
  • Experience of developing cross-departmental relationships
  • Customer focused, with a good understanding of corporate customer service standards

Job Details:

Company: British Council

Vacancy Type:  Full Time

Job Location: Newport, Wales, UK

Application Deadline: N/A

Apply Here

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