Customer Service Officer(Kano) at British Council

Role Context

• The Customer Service Officer role falls under the Customer Management function whose mission is to create advocates and win and retain customers by supporting, coaching, and partnering with them across their journey with the British Council.
• This work is very crucial in sustaining our commercial businesses – specifically, the English and Exams business, and our overarching cultural relations mission.

Role Purpose

• The purpose of this role is to contribute to the smooth running of the British Council’s customer service operations in Nigeria by delivering high quality customer service and sales targets in line with corporate standards and policies.
• The post holder will act as British Council’s ambassador and manage all level one queries from global, regional and local teams within the customer service function in order to achieve faster complaint resolution times in line with corporate customer service standards.

Main Accountabilities
Main accountabilities but not limited to the following:

• The post-holder will provide a consistent and positive customer experience in line with the British Council’s Customer Service Strategy and relevant corporate standards and polices
• Handle first-level enquiries received in person, by email or telephone on relevant aspects of the British Council’s activities / products, in a friendly and professional manner, in line with Customer Service standards, and forward all 2nd level enquiries to relevant colleagues, ensuring they are attended to within specified timelines
• You will be accountable for agreed individual income and conversion targets every month.
• Build rapport with prospective customers to gain understanding and information to respond to their specific needs and requirements.
• Be the single point of contact for assigned opportunities, guiding them through the journey from first enquiry to final sale.
• Support the delivery of examination services / products through leading on contact, registration and pay and post-test activities to defined quality standards, in order to meet customer needs and support the delivery of the in-country Examinations Business Development Plan
• Coordinate with other Exams team members on an ongoing basis to ensure a seamless customer journey. This includes timely escalation of unresolved complaints to the concerned teams.
• Plan and prioritize own work activities, which span across all CS and exam activities, responding to changing and at times competing requirements to ensure effective delivery of responsibilities over a daily/weekly/monthly time horizon.

Role Specific Knowledge and Experience

• Education to Degree level or equivalent
• Dealing with customers and enquiries in a service environment and providing service within quality standards.
• Experience in handling and reporting income
• Advanced data entry and data analysis experience
• At least two years working in a reputable customer service environment with proven positive track record
• Experience working with CRM systems & MS Excel

Desirable Requirements

• Experience in supervising a group of people to achieve a specific purpose.
• Hands-on experience with CRM software is a plus

Salary
NGN6,154,368.00 (per annum).