Customer Services Officer at British Council

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 manage all level two 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, to increase overall team efficiency, to generate more opportunity for sales and increase customer satisfaction.

Role specific knowledge and experience:

The main essential knowledge and experience points that we are looking for you to evidence are:

• English Language Proficiency Level minimum B2, written and spoken
• Fluency in one of three major languages in Nigeria
• At least two years working in a reputable customer service environment with proven positive track record
• Education to degree level or equivalent
• Demonstrated experience dealing with customers and enquiries in a service environment and providing service within quality standards
• Proven experience in handling and reporting income
• Advanced data entry and data analysis experience
• Experience working with CRM systems & MS Excel
• Ability to work quickly and accurately to tight deadlines

Desirable Experience:

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

Further Information

Pay Band – 4
Remuneration – Naira 6,154,368 per annum

Contract Type – 1-year fixed term

Location – Lagos, Nigeria    

Requirements – All applicants should have a pre-existing legal status to live and work in Nigeria. The British Council will not facilitate/sponsor visa applications and work permits.