B2B Customer support officer, Ethiopia

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 to build networks and explore creative ideas, to learn English, to get a high-quality education and to gain internationally recognised 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 co-ordination 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 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, 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 prioritises 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, in order 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 of risk and compliance management
• Excellent computer skills

Minimum requirements:

• University degree in any subject or relevant qualification

Desirable:

• Experience of supporting 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 holder must have existing rights to live and work in the country the role is based.
• Role holder will be required to work some Saturdays.
• Closing Date – 30 June 2024 applications will close 23:59 South Africa Time

A connected and trusted UK in a more connected and trusted world.

Equality , Diversity, and Inclusion (EDI) Statement

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 and encourage applicants from under-represented groups, in particular, but not exclusively, on grounds of ethnicity and disability.

All disabled applicants who meet the essential criteria are guaranteed an interview and we have Disability Confident Employer Status. We welcome discussions about specific requirements or adjustments to enable participation and engagement in our work and activities.

The British Council is committed to safeguarding children, young people and adults who we work with.

We believe that all children and adults everywhere in the world deserve to live in safe environments and have the right to be protected from all forms of abuse, maltreatment and exploitation as set out in article 19, UNCRC (United Nations Convention on the Rights of the Child) 1989.

Appointment to positions where there is direct involvement with vulnerable groups will be dependent on thorough checks being completed; these will include qualification checks, reference checks, identity & criminal record checks in line with legal requirements and with the British Council’s Safeguarding policies for Adults and Children.

If you have any problems with your application please email askhr@britishcouncil.org

Please note: Applications to this role can only be considered when made through the Apply section of our careers website. Our ‘ASK HR’ email is only to be used in case of a technical issue encountered when applying through the careers website. Emails with supporting statements and CV/Resumes sent to this email address will not be reviewed and will be deleted.