Customer Service Assistant

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

Context and Environment:

British Council Kenya has a team of 3 Customer Service Assistants who work with the Customer Service Manager in the delivery of exceptional Customer experience to both internal and external clients. The team manage all Customer contact points (face to face, phone, emails) and the post requires ability to deliver in all three areas.

Main Duties and Responsibilities:

 All will be in line with our Equal Opportunities & Diversity, Child Protection and other overarching corporate policies:

 Provision of front of house services: Manning of Front desk during office hours, attend to Clients inquiries and registration needs. Ensure Customer Service Excellence Standards are met in response to client approaches including manner, response times, detailed product knowledge and provision of cross activity information.

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.Redirecting of calls to appropriate extensions , Maintaining and update of phone extensions lists .Ensure Customer Service Excellence Standards are met

Examinations and Training support: Assist exam candidates through registration processes, handling of online registration backend processes, updates and provision of current exam rates. Support Training staff in corporate relationship management systems. 

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, management of venue services to external users, be a point of contact for information about British Council 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.

Key Relationships:

Internal: Customer Services Manager, Programme and Business Managers, Head Exams and Training.

External: Network of Partners, Service providers, All visitors of the British Council

Special requirements of the job:

 Some after office and unsocial hours.

On the main jobs page, follow the “Job Opportunities Worldwide” tab and look for “See our current vacancies”. Click on “External Vacancies” and filter for “Kenya”.