Exams Customer Services Officer (38744)
$ads={1}
Date: 13 Jul 2023
Location: Beijing, East Asia, CN
Company: British Council
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.
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.
Role Purpose:
This is a key role in the provision of first level customer service to British Council exams customers, primarily candidates of IELTS as well as other exams, either directly or indirectly through partner. The job holder is expected to respond to customer enquiries and complaints in a professional manner, take initiative in exams customer service enhancement and work closely with operations teams in achieving high level of customer satisfaction. This role will also provide support to the National Customer Service Manager in the delivery of national projects and implementation of China customer service strategy.
This is a key role in the provision of first level customer service to British Council exams customers, primarily candidates of IELTS as well as other exams, either directly or indirectly through partner. The job holder is expected to respond to customer enquiries and complaints in a professional manner, take initiative in exams customer service enhancement and work closely with operations teams in achieving high level of customer satisfaction. This role will also provide support to the National Customer Service Manager in the delivery of national projects and implementation of China customer service strategy.
Main accountabilities but not limited to the following:
Deal with customer enquiries
Deal with customer enquiries
- Handle enquiries in collaboration with NEEA (National Education Examinations Authority) customer service team, meeting agreed deadlines and quality standards.
- Handle enquires received through other British Council public facing channels, e.g. WeChat corporate account, telephone and emails.
- Maintain enquiries catalogues and knowledge bank as part of daily routine.
- Monitor and identify NEEA call centre knowledge gap in day-to-day operation and provide trainings and supports as necessary.
Deal with customer complaints
- Respond to customer complaint, carry out investigation in liaison with operation teams and make professional judgement to bring customer complaint to a satisfactory end.
- Achieve high level of customer satisfaction by taking timely follow-up actions to upheld complaints in accordance with relevant policy.
- Maintain complaint catalogues and knowledge bank as part of daily routine.
Undertake customer service hub routines
- Follow up to exams cancellation and refund requests both from admin and finance perspectives.
- Provide assistance in management of emergency situations, primarily on external communication.
- Assist customer feedback collection, analysis and reporting.
- Cover team members as needed.
Contribute to customer service enhancement
- Provide administrative support to the implementation of national project
- Identify opportunities to improve customer service through customer feedback hearing and analysis.
- Identify potential risks and report to customer service manager as appropriate.
Role specific knowledge and experience:
- Demonstrative experience dealing with customer service/administration.
- Experience of enquiry/complaint handling, call centre operation (Desirable)
Further Information:
Pay Band: 5 (from CNY 7,304 per month)
Contract Type: Fixed term contract (3 years)
Location: Beijing, China
Requirements:
Applications are welcomed from candidates currently in this location with a natural right to work.
Applications are also welcomed from candidates currently based in other British Council country offices. However, please note candidates must have a natural right to work in the country, on a permanent basis, as immigration clearance and/or on-going visa support is not provided by the British Council for this role. Relocation support is also not provided.
Closing Date: Thursday, 27 July 2023- 23:59 China Time (GMT +8)
Pay Band: 5 (from CNY 7,304 per month)
Contract Type: Fixed term contract (3 years)
Location: Beijing, China
Requirements:
- Bachelor’s degree or equivalent
- English B2 (Aptis, IELTS 6 or equivalent)
- Condition of Employment:
Applications are welcomed from candidates currently in this location with a natural right to work.
Applications are also welcomed from candidates currently based in other British Council country offices. However, please note candidates must have a natural right to work in the country, on a permanent basis, as immigration clearance and/or on-going visa support is not provided by the British Council for this role. Relocation support is also not provided.
Closing Date: Thursday, 27 July 2023- 23:59 China Time (GMT +8)
A connected and trusted UK in a more connected and trusted world.
Equality , Diversity, and Inclusion (EDI) Statement
The British Council is committed to policies and practices of equality, diversity and inclusion across everything we do. We support all staff to make sure their behaviour is consistent with this commitment. We want to address under representation and encourage applicants from under-represented groups, in particular, but not exclusively, on grounds of ethnicity and disability. All disabled applicants who meet the essential criteria are guaranteed an interview and we have Disability Confident Employer Status. We welcome discussions about specific requirements or adjustments to enable participation and engagement in our work and activities.
The British Council is committed to safeguarding children, young people and adults who we work with.
We believe that all children and adults everywhere in the world deserve to live in safe environments and have the right to be protected from all forms of abuse, maltreatment and exploitation as set out in article 19, UNCRC (United Nations Convention on the Rights of the Child) 1989.
Appointment to positions where there is direct involvement with vulnerable groups will be dependent on thorough checks being completed; these will include qualification checks, reference checks, identity & criminal record checks in line with legal requirements and with the British Council’s Safeguarding policies for Adults and Children.
If you have any problems with your application please email askhr@britishcouncil.org
Please note: Applications to this role can only be considered when made through the Apply section of our careers website. Our ‘ASK HR’ email is only to be used in case of a technical issue encountered when applying through the careers website. Emails with supporting statements and CV/Resumes sent to this email address will not be reviewed and will be deleted.
$ads={2}
