Customer Service Assistant - Kenya

By Live Lover -
Purpose of Job:    

To support the delivery of high quality customer service across all British Council Kenya activity. To contribute to the implementation of new and existing processes and initiatives. To contribute to the Customer Service role as a business support unit for Exams and Training objectives

Main Duties and Responsibilities

Provision of front of house services: Manning of Front desk during office hours, attend to Clients inquiries and registration needs
Collection of income at the Front of House: Timely postings and submission of reports and cash, Zero mispostings on income collection, Accurate Capture of Customer details
Switchboard management and Phone duties: Handling and responding to phone inquires from the main British Council access lines
Examinations and Training support: Assist exam candidates through registration processes, handling of online registration backend processes, updates and provision of current exam rates
Maintaining of Front of House: Ensure front of house information materials are up to date, All materials in the front-of-house are correctly ordered and displayed, Notice board updated daily with the events/activities of the day, Security /fire procedures for frontline area followed to standards
Events Management: Provide support in managing events and programme activities
Implementation of Equal Opportunities and Diversity: EO&D Ensuring EO&D standards are met in Front  Of House , Be an active member in the EO&D country team.
Other administrative work: As required

Special requirements of the job:   Some after office and unsocial hours.

Qualifications, Skills and Experience

Relevant  college or university  qualifications
Customer Service Delivery Experience
Switchboard / Call centre telephone management 
Computer Skills: Knowledge of Outlook, Word and Excel Power Point
Communications Skills: Strong written and oral communication skills
Proven experience of dealing with internal/external  clients/customers face to face/ Front of House
Experience of back office – Customer email response management.

For more details on the job, see attached below: - 

Customer Service Assistant - Kenya.pdf
BC Core skills.pdf
BC Beahaviours.pdf

Application Deadline:  20 August 2015 at 23:59 UK Time

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