Role profile guide 6 (with links)

Main accountabilities (max 450 words in total, 10 bullet points)

The main purpose of this role is to enable smooth running of Customer Services in Uzbekistan. Specific responsibilities and duties include but are not limited to: Customer Services Provide excellent customer experience to all British Council customers and partners by maintaining the Customer Services standards in line with the Global policies. Handle customers’ enquiries (e-mail, phone, face to face, social media and any other) and complaints effectively meeting or exceeding customer expectations and in line with British Council policies. Responsible for quality of responses given to customers. Ensure all enquiries by channels are recorded on timely basis and accurately (using relevant system). Inform customers about available products and options that British Council provides. Collect and own customer feedback and provide customer insight to improve our customers’ experience. Make clear notes on what is needed to be further improved, channelling improvements proposals to relevant staff members and ensure improvements are considered and proper actions undertaken, the respond to customers given on time and in accordance to set standards. Maintain documentation relevant to the customer services function so that this is up to date, appropriate and readily available to customers and stakeholders. Regular communication with other members of the Customer Experience Team to ensure that feedback from customers is taken into consideration for further action. Communication with other teams to ensure in depth-knowledge of the services, products, programmes and events available in order to provide relevant information to the customers on products and options, including support to the pre-test processes and post-test enquiries.