British Council تعلن عن وظيفة مساعد خدمة عملاء في السعودية
Customer Service Assistant
تفاصيل الوظيفة
المجلس الثقافي البريطاني (British Council) في السعودية يعلن عن وظيفة مساعد/مساعدة خدمة عملاء في كل من جدة، الرياض، والخبر. الوظيفة مدفوعة الأجر بالساعة، بعقد سنوي قابل للتجديد، وتقديم تقارير إلى مدير خدمة العملاء.
نبذة عن الوظيفة
يهدف هذا الدور إلى دعم فريق خدمة العملاء في مهامه اليومية، والعمل كنقطة الاتصال الأولى للعملاء في مكتب الاستقبال أو مركز الاتصال، مع تقديم تقارير دورية عن الملاحظات بهدف التحسين المستمر. يعمل الفريق في أوقات مرنة (من السبت إلى الخميس، 9:00 صباحاً حتى 9:00 مساءً) وقد يُطلب من شاغل الوظيفة العمل خارج ساعات العمل الرسمية أو في عطلة نهاية الأسبوع عند الحاجة. الأجر المحدد: 40 ريال سعودي في الساعة. المجلس الثقافي البريطاني هو منظمة دولية تعنى بالعلاقات الثقافية والفرص التعليمية، تعمل في أكثر من 100 دولة في مجالات الفنون والثقافة واللغة الإنجليزية والتعليم والمجتمع المدني.
المهام والمسؤوليات
- ضمان سير العمل اليومي في خدمة العملاء من خلال تصوير المواد، المساعدة في أعمال العرض، توزيع المواد الدعائية، الحفاظ على نظافة منطقة الانتظار، تجهيز منطقة الانتظار ومنطقة اختبارات التحديد، والتحقق من سلامة معدات منطقة الانتظار.
- تقديم معايير عالية من رعاية العملاء: الترحيب بالعملاء في مكتب الاستقبال، مساعدتهم في اختيار الخيار الصحيح من نظام الانتظار، الاتصال بقائمة انتظار العملاء، مراقبة منطقة الانتظار، توجيه العملاء إلى قاعات اختبارات التحديد، توجيه الاستفسارات إلى الشخص المناسب، المساعدة في الاستفسارات حسب الحاجة، الاتصال بالطلاب لتحديثهم بالمعلومات والخدمات، وإجراء استبيانات هاتفية عند الطلب.
- المساعدة في إعداد اختبارات التحديد: تجهيز الغرف، إعداد بطاقات الأرقام، تخزين الاختبارات بشكل منظم.
- الرد على جميع الاستفسارات (وجهاً لوجه، هاتفياً، وبريداً إلكترونياً) بطريقة إيجابية ومهنية وفقاً لسياسات المجلس الثقافي البريطاني لخدمة العملاء.
- تقديم خدمات التسجيل في مراكز التعليم وخدمات استفسارات قسم الامتحانات بكفاءة وفقاً لمعايير الجودة لتحقيق الأهداف الطموحة.
- تحويل الاستفسارات والملاحظات إلى الشخص أو القسم المختص بعد اتباع إرشادات الاستفسار.
- الرجوع إلى اتفاقية مستوى الخدمة (SLA) لضمان وضوح التوقعات.
- الترويج لخدمات ومنتجات المجلس وبيعها بشكل تبادلي وبأسلوب مهني.
- القيام بالمهام الإدارية والمالية المرتبطة بمركز الاتصال ومكتب الاستقبال في الوقت المناسب لضمان سير العمل بسلاسة.
الشروط والمتطلبات
- يشترط أن يكون المتقدم سعودي الجنسية، أو لديه إقامة قابلة للتحويل (Iqama valid & transferable).
- الوظيفة متاحة للرجال والنساء.
- مطلوب اتقان اللغة العربية والإنجليزية تحدثاً وكتابة (مستوى متقدم).
- الحد الأدنى من المؤهل: دبلوم أو شهادة ثانوية عامة أو ما يعادلها.
- خبرة لا تقل عن سنة واحدة في التعامل مع العملاء.
- موافقة على إجراء فحص أمني (Police Check) نظراً لوجود اتصال مباشر أو إشراف على أشخاص يعملون مع الأطفال.
المهارات المطلوبة
- مهارات التواصل والتأثير (المستوى الأول).
- استخدام التكنولوجيا (المستوى الأول).
- إدارة الحسابات والشراكات (المستوى الأول).
- التواصل الفعال مع الآخرين (Connecting with others).
- العمل بروح الفريق (Working together).
- المساءلة والالتزام (Being accountable).
- الإنجاز وتحقيق النتائج (Making it happen).
- خلق هدف مشترك (Creating shared purpose).
- تشكيل المستقبل (Shaping the future).
عرض النص الأصلي للإعلان
Role Title
Customer Service Assistant (male and female)
Role Information
Role Type
Pay Band
Location
Duration
Reports To
Hourly paid
40 SAR / hour
Jeddah / Riyadh / Khobar
Yearly contract (renewable)
Customer Service Manager
Role purpose
To provide support to Customer Service daily work in terms of supporting Customer Service, acting as first contact point for the customers at the front office or call centre and reporting feedback regularly for improvement.
About Us
The British Council is the UK’s international organisation for cultural relations and educational opportunities. We create friendly knowledge and understanding between the people of the UK and other countries. We do this by making a positive contribution to the UK and the countries we work with - changing lives by creating opportunities, building connections and engendering trust.
We work with over 100 countries across the world in the fields of arts and culture, English language, education and civil society. Each year we reach over 20 million people face-to-face and more than 500 million people online, via broadcasts and publications. Founded in 1934, we are a UK charity governed by Royal Charter and a UK public body.
Geopolitical/SBU/Function Overview
Customer Service KSA is one of the busiest centres in the region, offering high quality teaching, examinations and a range of other educational and cultural services. The main aim of this job is to maintain regular communication with customers visiting the front office for any services and to be responsible for some admin work related to placement test and registration period.
Main Opportunities/challenges For This Role
The British Council is open to customers from 9:00 to 21:00 from Saturday till Thursday. The Customer Services Team work a range of shifts designed to meet customers’ needs within these times and within operational constraints. On occasions, the post holder might be required to work outside the standard working hours and during the weekend.
Main Accountabilities
The customer service team represent the organisation to a wide range of our audiences, including in excess of 15,000 individual teacher centre students (including adults, young learners and their parents) and more than 30,000 examination candidates each year face to face, as well as more than 35,000 enquiries by F2F, email or telephone each month. These enquiries cover a range of needs including:
Role Requirements
Threshold requirements:
Assessment stage
Passport Requirements/ Right To Work In Country
Valid & transferable Iqama
Saudi nationals are eligible to apply
Shortlisting
Direct contact or managing staff working with children?
Yes
IF YES. Appropriate police check
N/a
Notes
Person Specification
Assessment stage
Minimum / Essential
Language requirements (DELETE IF NOT APPROPRIATE)
Desirable
Assessment Stage
Qualifications
Minimum / essential
Desirable
Assessment Stage
Role Specific Knowledge & Experience
Minimum / essential
Desirable
Assessment Stage
British Council Core Skills
Assessment Stage
British Council Behaviours
Assessment Stage
Interview
Customer Service Assistant (male and female)
Role Information
Role Type
Pay Band
Location
Duration
Reports To
Hourly paid
40 SAR / hour
Jeddah / Riyadh / Khobar
Yearly contract (renewable)
Customer Service Manager
Role purpose
To provide support to Customer Service daily work in terms of supporting Customer Service, acting as first contact point for the customers at the front office or call centre and reporting feedback regularly for improvement.
About Us
The British Council is the UK’s international organisation for cultural relations and educational opportunities. We create friendly knowledge and understanding between the people of the UK and other countries. We do this by making a positive contribution to the UK and the countries we work with - changing lives by creating opportunities, building connections and engendering trust.
We work with over 100 countries across the world in the fields of arts and culture, English language, education and civil society. Each year we reach over 20 million people face-to-face and more than 500 million people online, via broadcasts and publications. Founded in 1934, we are a UK charity governed by Royal Charter and a UK public body.
Geopolitical/SBU/Function Overview
Customer Service KSA is one of the busiest centres in the region, offering high quality teaching, examinations and a range of other educational and cultural services. The main aim of this job is to maintain regular communication with customers visiting the front office for any services and to be responsible for some admin work related to placement test and registration period.
Main Opportunities/challenges For This Role
The British Council is open to customers from 9:00 to 21:00 from Saturday till Thursday. The Customer Services Team work a range of shifts designed to meet customers’ needs within these times and within operational constraints. On occasions, the post holder might be required to work outside the standard working hours and during the weekend.
Main Accountabilities
- To ensure the smooth day-to-day running of practical aspects of the customer service by:
- Photocopying material
- To assist TC, exams and CS with display work
- To help when necessary to give publicity materials
- Keeping the waiting area tidy
- Checking the waiting area equipment
- Preparing the waiting area and placement tests area
- To deliver high standards of customer care by:
- Welcoming the customers at the front office and help them to choose the correct option from the queuing system
- Calls the waiting list customers
- Monitore the waiting area
- Directing customers to the placment test classes
- Directing Customers enquiries to the right person
- Assisting with queries as required
- Phoning students to update them on information and services as well as running telephone surveys as requested.
- To help with placement testing setup by:
- Preparing all rooms as required
- Preparing the number cards
- Storing tests in a tidy fashion
- Respond to all F2F, phone and emails enquiries in a positive and professional manner in accordance with the British Council Customer Service Standards and Policies, as outlined in the Customer Management Framework.
- Deliver Teaching Centre and Exams Department registration service enquiries and support in an efficient manner and in accordance with Teaching and Exams Quality Standards. These will help the English and Exams Team meet their ambitious targets.
- By following enquiry guidelines, ensure that where appropriate enquiries and feedback are passed on to the relevant British Council person and department.
- Refer to the Service Level Agreement to ensure they are clear on what is and what is not expected of them.
- Promote and cross sell BC products and services in a professional manner.
- Perform Call Centre and front office related administration and financial tasks in a timely manner to ensure smooth running of Call Centre operation
The customer service team represent the organisation to a wide range of our audiences, including in excess of 15,000 individual teacher centre students (including adults, young learners and their parents) and more than 30,000 examination candidates each year face to face, as well as more than 35,000 enquiries by F2F, email or telephone each month. These enquiries cover a range of needs including:
- Information about our public, corporate, and Young Learner courses
- Information about our professional skills courses and workshops
- Information about the wide range of examinations we offer including IELTS, ESOL, professional education and school exams.
- Requests for information about certification of degrees, qualifications etc
- Enquiries about partnerships or other relationships
- Assisting students to book placement tests
- Solving customer complaints
Role Requirements
Threshold requirements:
Assessment stage
Passport Requirements/ Right To Work In Country
Valid & transferable Iqama
Saudi nationals are eligible to apply
Shortlisting
Direct contact or managing staff working with children?
Yes
IF YES. Appropriate police check
N/a
Notes
Person Specification
Assessment stage
Minimum / Essential
Language requirements (DELETE IF NOT APPROPRIATE)
Desirable
Assessment Stage
- Ability to communicate very well in spoken and written English and Arabic.
Qualifications
Minimum / essential
Desirable
Assessment Stage
- Minimum diploma or High school or equivalent
Role Specific Knowledge & Experience
Minimum / essential
Desirable
Assessment Stage
- Experience of dealing with customer - One year minimum
British Council Core Skills
Assessment Stage
- Communicating and influencing (level 1)
- Using technology (level 1)
- Managing accounts and partnerships (Level 1)
British Council Behaviours
Assessment Stage
- Connecting with others (essential)
- Working together (essential)
- Being accountable (essential)
- Making it happen (essential)
- Creating shared purpose (essential)
- Shaping the future (essential)
Interview
المصدر: LinkedIn - أُضيفت للموقع في 2 سبتمبر 2026
رقم الإعلان لدى المصدر: 4459976356
رقم الإعلان لدى المصدر: 4459976356