Customer Services Advisor

<p>We support peace and prosperity by building connections, understanding and trust between people in the UK and countries worldwide.<br/> <br/> We work directly with individuals to help them gain the skills, confidence and connections to transform their lives and shape a better world in partnership with the UK. We support them to build networks and explore creative ideas, to learn English, to get a high-quality education and to gain internationally recognised qualifications.<br/> <br/> Working with people in over 200 countries and territories, we are on the ground in more than 100 countries. In 2021–22 we reached 650 million people.</p> <p> </p> <p>British Council is looking for Customer Services Advisor in Bucharest, 3 vacancies available.<br/>  </p> <p>Role Purpose: </p> <p>Provide support and manage enquires face to face, by phone or email for our customers about the products we deliver exam registrations, English courses and other related products in our systems, ensuring high quality and professional service, and making sure all our policies are met.</p> <p> </p> <p>Main Accountabilities:</p> <ul> <li>Maintain the professional image of the British Council</li> <li>Act as the first point of contact for both internal and external customers</li> <li>Deal directly with customers by phone, e-mail, and face-to-face. Other communication channels may be added in time</li> <li>Promote and cross-sell the British Council services</li> <li>Own customer feedback by making clear notes on a suggestion/complaint, channelling them to relevant members of staff</li> <li>Register customers for English courses, Exams, and other British Council services</li> <li>Create, maintain, and update customers’ accounts</li> <li>Receive and handle British Council revenue in cash and credit card</li> <li>Ensure confidentiality and safety of documents and transactions</li> <li>Use British Council registration systems and databases</li> <li>Meet team and individual targets as agreed with the line manager</li> <li>Plan the professional development in agreement with the line manager, in order to support performance and job satisfaction</li> </ul> <p><br/>  </p> <p>Role specific skills</p> <ul> <li>Outlook (or similar e-mail applications), Word, Excel, Access (or similar applications), Internet browsers</li> <li>Sales Force system (would be a plus)</li> </ul> <p> </p> <p> </p> <p>Requirements: </p> <ul> <li>Excellent written and spoken English (B2 – Common European Framework) and Romanian</li> <li>Pre-existent right to work in the country in which the role is based</li> </ul> <p> </p> <p>British Council Core Skills:</p> <ul> <li>Communication and Influencing: Displays good listening, writing and speaking skills, setting out logical arguments clearly and adapting language and form of communication to meet the needs of different people/audiences.</li> <li>Planning and organizing: Able to plan own work over short timescales for routine or familiar tasks and processes.</li> <li>Analysing data and problems:  Breaks down problems into a list of tasks to be done and decides on an appropriate action.</li> </ul> <p> </p> <p> </p> <p>Benefits: </p> <ul> <li>Private medical services package</li> <li>13th salary</li> <li>End of service payment according to the years worked in British Council (min. 2 years)</li> <li>100% discount on English courses and any exam offered by the British Council and discount for first degree relatives/ 100% discount on Cambridge or IELTS exams/one/year</li> <li>Employee Assistance Program </li> <li>Access to online learning and development platforms</li> <li>Vacation days according to the years of work </li> <li>Additional free days (Study leave 5 days, adoption leave 20 days and other)</li> <li>Working Hours: 7+1 (flexible start/end) </li> <li>Office Location: Romana Square </li> </ul> <p> </p> <p>Notes</p> <p>The post holder will be required to provide an up-to-date criminal record check. The post holder will need to be flexible about the schedule; they will work 20 /40 hours per week depending on the contract, in two shifts (face- to-face and call centre).</p> <p>Flexible working hours are required to cover the Customer Services opening hours and a shift pattern which includes occasional Saturdays.</p> <p> </p> <p>Net Salary: Salary starting from 3096 RON/month<br/> <br/> Type of Contract: Local. Fixed-term – 1 year (high possibility of extension)</p> <p>Working time:  Monday - Friday / Tuesday – Saturday in 2 shifts<br/>  </p> <p>Closing Date: Wednesday, 31 January 2024, applications will close at 19:29 UK time</p> <p> </p> <p>A connected and trusted UK in a more connected and trusted world.</p> <p> </p> <p>Equality , Diversity, and Inclusion (EDI) Statement</p> <p> </p> <p>The British Council is committed to policies and practices of equality, diversity and inclusion across everything we do. We support all staff to make sure their behaviour is consistent with this commitment.  We want to address under representation