Customer Service Assistant

The post holder will deliver high quality front line enquiry and registration services for all British Council activities in Bulgaria, in line with Corporate Customer Service Standards, Customer Service Level Agreement and other internal requirements and procedures.

We are looking for a strong team player who is customer service oriented, flexible and with good IT skills. The successful candidate should have excellent communication skills, be very good speaker of English and able to work under pressure and to deadlines.

Context and environment 

British Council is the UK’s international organisation for cultural relations and educational opportunities. The integrated Customer Service Unit in Bulgaria provides frontline customer service for all of our work streams in country – Teaching Centre, Examination Services, Study in the UK services and Projects and Programmes. The CS Unit is a team of CS Assistants managed by the CS Coordinator. The CS Unit is also integrated with the Marketing department, led by the Head of Marketing.

Accountabilities, responsibilities and main duties

Deliver effective customer service

• Respond to face-to-face, telephone and email enquiries in a professional, helpful, timely, efficient and effective manner, in line with corporate standards, policies and procedures.
• Be informed of and actively promote the products, activities and services of all departments.
• Register customers, collect and process fees for Teaching Centre, Examinations Services and Study in the UK services in compliance with the internal Cash Handling Procedure and other relevant procedures.
• Redirect customer enquiries to appropriate departments when they can not be dealt with by the Customer Service Unit.
• Record statistical and other relevant data for all enquiries and ensure that they are responded to in line with the Corporate Customer Management Framework.

Manage or support customer relationships

• Provide first-line contact with customers and help to establish and satisfy customer needs and expectations.
• Listen actively to customers and use the information gained to improve relationships and customer loyalty. Ensure relevant information is shared with the CS Coordinator and across the CS Unit team.

Provide administrative support and comply with corporate policies

• Register and process online and offline correspondence accurately and swiftly.
• Provide back office support to ensure smooth running of all services.
• Attend/contribute to training sessions and meetings as required.
• Comply fully with British Council Data Protection policies and standards and ensure that confidential and/or internal documents and information are not disclosed to anyone other than their intended recipient/reader.
• Comply with British Council values and Corporate Performance Management standards and procedures.

Applications must be submitted online via the British Council Jobs Portal. Please note that we do not accept CVs.

The closing date for applications is Sunday 1 July 2018. Only short-listed candidates will be contacted for interviews (to be held in English in the week commencing 9 July 2018). If you have any questions about the working conditions and the requirements of the job please write to Plamena Bozhinova, Customer Service Coordinator, at plamena.bozhinova@britishcouncil.bg 

The British Council is committed to a policy of equal opportunity and welcomes applicants from all sections of the community. We work to ensure that people are not unjustifiably discriminated against on the basis of age, disability, ethnicity, gender, religion or belief, sexual orientation or any other irrelevant grounds. We guarantee an interview to disabled candidates who meet the essential criteria. 

The British Council believes that all children have potential and that every child matters everywhere in the world. The British Council affirms the position that all children have the right to be protected from all forms of abuse as set out in article 19, UNCRC; 1989.