Role Purpose:
To deliver high quality services to internal and external customers in compliance with British Council’s corporate standards and procedures
Challenges & Accountabilities:
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 and document verification services
- Provide accurate information for Examination Services
- Redirect customer enquiries to appropriate departments when they can not be dealt with by the Customer Service team
- Record statistical and other relevant data for all enquiries and ensure that they are responded to in line with corporate standards
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 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
Requirements: The post holder should have the right to work in Bulgaria. The post requires some work at weekends and evenings.
Minimum/Essential:
- Excellent communication skills
- Uses IT with confidence
- Bulgarian language skills to the C2 level
- English language skills to B2 level as a minimum
What we offer:
- 13th salary
- Additional Medical insurance covering immediate family
- 23 working days of annual leave
- Work in international environment
- Opportunities for personal development and advancement
- Discounts for our English courses and exams for you and your closest family
- Terminal Gratuities
Location: Sofia, Bulgaria
Contract type: Fixed term - 1 year with possibility to extend
Pay band: Grade J
Pay range: 1380 – 1590 BGN Gross/month
See full job advert and apply online via the British Council Careers Portal. Please note that we do not accept CVs.
Closing Date: Monday, 2 June 2023. Аpplications will close at 23:59 EET