Job Title : Customer Services Executive

Location : Chennai

http://www.britishcouncil.org.in/careers/

Purpose of job:
To deliver a high quality, welcoming and proactive enquiry and registration service for the full range of British Council events and activities.

Context and environment: (e.g. dept description, region description, organogram)

Customer services team being the first point of contact is responsible for projecting the British Council Brand to all customers who interact with us. Chennai customer services team has been the pioneer in the Country in forming an integrated Customer Services operation with clearly agreed service level agreements, systems and processes. In Chennai the team handles all the first level enquiries across sectors through all interfaces. Chennai Customer services team consist of 12 executives and 2 Managers who handle approximately 235,000 enquiries annually.

Accountabilities, responsibilities and main duties:
(including people management and finance)

1. First point of contact for all British Council customers and respond politely and professionally to all first level enquiries (55%)
- Adhere to corporate customer care and enquiry handling standards
- Ensure Service Level Agreements with various teams are followed
- All calls are responded to within 3 rings as per call handling standards
- All email and postal enquiries are responded to within 48 hours, final response within 96 hours
- Front office waiting time not to exceed 10 minutes

Other important features or requirements of the job
(e.g. travel, unsocial/evening hours, restrictions on employment etc)
- The post holder will be required to work in shifts and to a rota that will keep varying regularly.
- The centre will operate from 6.30am – 9.30 pm Monday to Saturday and 7.00 am – 7.30pm on Sundays. Shift patterns will cover these opening hours.
- The post holder may be required to work extended hours or on an off day in case of contingencies.
- The post holder may be required to do job swaps for short periods with other internal teams to gain first hand knowledge and experience. Some travel may be required for Training purposes

Interested candidates should complete the application form and send it to
Head Internal Services,
South India, 737 Annasalai,
Chennai 600 002
Or chennai.careers@in.britishcouncil.org
by Monday, 13 February 2012. Only short-listed candidates will be informed.