Executive - Customer Care - British Council

6 months full time contract

Graduates only, no backlog, no undergraduate, no post graduate

Skills and Knowledge

1. Proficient in English & Hindi Communication Skills.

2. Knowledge of customer service principles and practices(Both Voice & E Mails related)

3. Good Computer (MS office) and keyboard handling skills

4. Understanding of Contact Centre processes, reporting, MIS etc.

Experience :

1. 6 month-2 years- experience in a call centre environment

2. At least 6 months - 1 year of experience in a Voice bases/Blended process which

includes Inbound / Outbound /Email / Backend processing.

Purpose of job:

- To deliver a positive experience for all potential and existing British Council customers with an aim to maximise our business. The aim is to provide first time resolution to all customer enquiries over the phone, e mail and chat.

- Context and environment: (e.g. Contact Centre Operations)

- The Customer Contact Centre will serve all first level enquires of British Council India customers.

- Customer Services Executive will provide support to the Project Manager Contact Centre in managing the overall SLAs and customer services.

Accountabilities, responsibilities and main duties :

- Actively promoting, recommending and providing guidance about British Council products, programmes and services, appropriately tailored to customers- individual needs whilst making sensible attempts to cross-sell.

- Ensuring service levels are met, access and quality standards are upheld, by answering inbound enquiries accurately and promptly and meeting agreed targets and timescales

- Accurately complete call logs on CRM and update necessary data sheets and coding all customer interactions in line with business requirements

- Working closely with colleagues and team members to share information, make new suggestions, and provide feedback surrounding customers- needs, concerns and issues to the Sales and Customer Service Management team.

- Research on required information using available resources/applications (Website, Shared drive, Knowledge Management Tool etc.)

- Route/Transfer calls to appropriate resource/channel if necessary

- Follow up on customer enquiries where necessary via outbound call or email

- Maintain the minimum agreed British Council quality standards on each customer interaction

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