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British Council

British Council

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Position: B2B Customer support officer, Ethiopia
Job Time: Full-Time
Job Type: Contract
Place of Work: Addis Ababa, Addis Abeba - Ethiopia
Salary: ETB 38 924,00/month + benefits
Posted date: 1 month ago
Deadline: Submition date is over

Company: British Council

We support peace and prosperity by building connections, understanding, and trust between people in the UK and countries worldwide.

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 in building networks and exploring creative ideas, to learn English, to get a high-quality education, and gaining internationally recognized qualifications.

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.

B2B Customer Support Officer - Ethiopia

Role Purpose

The long-term purpose of this role is to ensure the efficient, effective operational coordination and delivery of B2B Exams and Projects at the right cost and customer experience. The role is to support B2B Customers on operational, system, and technical issues and report issues and resolutions to the Account Relationship Manager to develop and retain the Account. During the transition period, the role will provide this support to B2C customers, focusing on registration and payment systems and Computer-Based testing.

Main accountabilities but not limited to the following:

  • Maintains accurate records and drafts routine and some non-standard documentation, reports, or financial analysis/reconciliations.
  • Performs straightforward analysis, manipulation, and interpretation of data, tasks, or information, presenting findings/results accurately and appropriately to support effective maintenance of management information systems.
  • Supports continuous improvement in the efficiency/cost-effectiveness/quality of service delivery/systems in the unit or department.
  • Proactively works with the Operations Manager to deliver satisfactory and timely resolution of customer (internal or external) complaints, coordinating input from other team members as required. Ensures the customer is kept informed throughout the process.
  • Undertakes contingency and risk management on the ground, and liaises with Local IT, Examiner, or Venue Staff to ensure alignment on communications.
  • Uses standard procedures and templates, regularly records, analyses, and reports on operational activity such as venue staff performance to support senior managers in making timely and effective business decisions that respond to operational needs.
  • Supports meetings to review Test Day performance delivery, continual improvement, and corrective actions.
  • Plans and prioritizes own work activities, which span across a range of different work streams, responding to changing and at times competing requirements to ensure effective delivery of responsibilities over a weekly/monthly time horizon.
  • Tasks and coordinates others (e.g. internal colleagues or external contractors/suppliers) to complete time-limited, straightforward activities, within established procedures, to ensure efficient delivery of services. Monitors task completion to agreed quality and time standards.

Role-specific knowledge and experience:

  • Experience in B2B / B2C customer service environment
  • Experience of and ability to deliver excellent standards of customer service.
  • Understanding and experience in risk and compliance management
  • Excellent computer skills

Minimum requirements:

  • University degree in any subject or relevant qualification

Desirable:

  • Experience in supporting the delivery of computer-based exams.

Further Information

  • Pay Band – BRC-4-F
  • Salary: ETB 38 924,00 per month plus benefits
  • Contract Type – Two (2) Years Fixed Term Contract
  • Department: Exams
  • Location: Addis Ababa, Ethiopia
  • Role holders must have existing rights to live and work in the country the role is based.
  • The role holder will be required to work some Saturdays.
  • Closing Date – 30 June 2024 applications will close at 23:59 South Africa Time