Работа в России, вакансия - Customer Service Assistant • Астана - id403 (вакансия в архиве)

Customer Service Assistant (Astana)

Main accountabilities:

• Provide a consistent and positive customer experience in line with the Global Customer Service Strategy and relevant corporate standards and polices
• Handle enquiries and complaints received in person, via email, social media, chat, telephone, etc. on relevant aspects of the British Council’s activities / products, in a friendly, professional, effective and brand-appropriate manner, in line with Customer Service standards. Forward all 2nd level enquiries and complaints to relevant colleagues, ensuring they are attended to within specified timelines. Deliver accurate information to customers and manage their expectations to ensure a smooth customer journey
• Record all forms of opportunities, customer data, interactions, and records accurately via Salesforce
• Manage outbound calls as a means of communicating feedback and other necessary information to customers. To approach customers proactively and offer help with finding information and using resources. Information about the full range of British Council products and services is clearly and confidently articulated to customers, encouraging customer engagement and cross-selling
• Contribute to the Voice of the Customer programme by regularly sharing insights and comments gathered from customers through formal and informal channels
• Carry out all reception and registration duties in line with relevant corporate standards and policies. All physical spaces accessible to customers should reflect the British Council brand and kept neat and clean

Role Requirements:

Essential

• Fluent written and spoken Kazakh and/or Russian and English
• Relevant university degree or equivalent experience
• Working in a challenging environment operating against very tight deadlines
• Experience working in a compliant and regulated environment
• Experience of working in a high volume, busy operational environment, delivering to standard and managing confidential materials
• Right to work in Kazakhstan

Desirable

• Basic IT skills to support delivery of computer-based exams
• Previous experience of examinations administration and procedures
• Experience of supporting on delivery of computer-based exams
• Experience working with CRM & Call management systems

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Main opportunities/challenges for this role:

• An excellent career path and development opportunities within the team and inside the organisation in other SBU’s
• Good time management skills are needed, as well as an ability to work under pressure with time limits responding to various customer requests while gets along well with others
• This post requires punctual and continuous attendance to the office within working hours
• Some overtime in peak times may be required with prior approval from line manager