Customer Service Assistant(Lagos) at British Council

Role Context

• Customer service, operational quality and compliance assurance are critical to the business. 
• Nigeria’s operating context means that risk management and contingency planning will be ongoing areas of focus.
• Developing flexible and appropriate delivery models will be critical in responding to the challenges of working across the country, post-pandemic.
• The Customer Services team represents the organisation to a wide range of our audiences, including in excess of 50,000 examination candidates each year face to face, as well as more than 120,000 enquiries by e-mail or telephone annually.

Role Purpose

• To support the achievement of country plan objectives in Nigeria by delivering customer services and 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 Accountabilities

• The post-holder will Provide a consistent, professional, and positive customer experience in line with the Nigeria Customer Service Strategy and relevant corporate standards and polices.
• Record all forms of opportunities, customer data, interactions, and records accurately via agreed online and offline tools.
• Handle exams and non-exams information enquiries from inbound calls, and to operate telephone switchboard to satisfaction of customer.
• To acknowledge and state when answer will be provided if enquiry cannot be answered within standard period.
• To take messages in the event of a colleague's absence and to pass them on immediately using the agreed methods
• To approach customers proactively and offer help with finding information and using resources
• To deal with first level customer complaints and suggestions to agreed standards
• To maintain close working relationship through briefings with teams about current and up-coming events and activities and the ways that they can be supported
• To assist with market testing of products and services.
• Assisting with data collection for marketing purposes.
• To regularly attend staff meetings to both, gain and impart knowledge about our customers, products, and services.

Role Specific Knowledge and Experience

• University Degree or equivalent
• Minimum of 2 years call centre experience
• Experience working with CRM & Call management systems
• At least two years dealing with customers and enquiries within a reputable customer service environment with proven positive track record, providing service within quality standards
• IT skills and experience working with MS Word & MS Excel
• Attention to detail.

Desirable Requirements:

• Customer Service Qualification
• Experience in supervising a group of people to achieve a specific purpose.

Additional Information:

• Essential Requirements- Rights to live and work in the country the role is based in.
• Postholder may be required to work on weekends and/or holidays, based on operational demand.

Salary
NGN3,841,822.00 per annum