Associate
Year Noida, Uttar Pradesh, India
Job Description
b'
Associate - English Services
Date: 19 Jun 2024 Location: Noida, South Asia, IN Company: British Council
Job Title: Associate \xe2\x80\x93 English Services
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.
Experience areas:
- Proficient in English & Hindi Communication Skills.
- Knowledge of customer service principles and practices(Voice, E Mails & Chats related)
- Good Computer (MS office) and keyboard handling skills
- Understanding of Contact Centre processes, reporting, MIS etc.
Knowledge of:
Essential
Minimum/essential
0 year - 1 year of experience in a Voice based/Blended process which includes Inbound / Outbound / Email / Chat/ Backend processing
Accountabilities, responsibilities and main duties:
(including people management and finance)
Accountabilities:
- Actively promoting, recommending and providing guidance about British Council products, programmes and services, appropriately tailored to customers\xe2\x80\x99 individual needs whilst making sensible attempts to cross-sell.
- Solve customer queries and requests through Emails
- 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/other tools and update necessary data sheets and coding all customer interactions in line with business requirements
- Ensures student registration, customer care and re-registration processes are compliant with corporate policies and support effective teaching, learning and service standards.
- Working closely with colleagues and team members to share information, make new suggestions, and provide feedback surrounding customers\xe2\x80\x99 needs, concerns and issues to the service delivery leaders
- Ensures student registration, customer care and re-registration processes are compliant with corporate policies and support effective teaching, learning and service standards.
- Please note employees are expected to be available & flexible for cross-skilling into other lines of business as per business requirements, which may require upskilling & working in the required areas as per standards/schedule
Sales and Customer Service Management team
- Research on required information using available resources/applications (Website, Shared drive, Knowledge Management Tool etc.)
- Route/Transfer emails to appropriate resource/channel if necessary
- Follow up on customer enquiries where necessary via email
- Maintain the minimum agreed British Council quality standards on each customer interaction
Information Security
- Ensure that their workforce are aware of the information security policies and comply with them
- Ensures that the team complies to ISO 27001 and IGA related requirements
- Send account opening requests effectively
- Disable accounts immediately for leavers and Absconders /on long leaves
- Document and monitor / review access levels of his/her team
- Provide security awareness and education to team
- Manage Records to ensure compliance to Freedom of information act
- Ensure incidents of their respective functions are closed within SLAs
Qualifications:
Required:
Any Graduate
Further Information
Pay Band \xe2\x80\x93 3
Contract Type \xe2\x80\x93 FTC
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Job Detail
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Job IdJD3340322
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IndustryNot mentioned
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Total Positions1
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Job Type:Full Time
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Salary:Not mentioned
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Employment StatusPermanent
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Job LocationNoida, Uttar Pradesh, India
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EducationNot mentioned
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ExperienceYear