Caroline Adel Khella

Customer Service OfficerFull Time

• Job Details:1.Conducting Teaching center sales consultation (providing speaking assessment to evaluate cutomer’s final language level) 2.Customer Service Delivery, answering all enquiries in a friendly and professional manner includes Teaching Centre, Exams and UK education/information enquiries meeting the British Council quality standards. 3. Registration and finance, registering customers and collecting income received and transfer it accurately. 4. Back-office support; deliver accurate registration service to meet targets. 5. Attending to verification and stamping requests. 6. Inputting customer data on CAMPUS, ORS2, ORS UKVI, SAP, myClass, Paytabs, Bookeo and TCMS. 7. Proceeding requests for transfers and refunds according to Teaching Centre & Examinations policy. 8. Corporate clients are preregistered and registered according to Teaching Centre policy. 9.Looking for customer satisfaction. 10. Capture all opportunities on CRM. 11. Record all forms of customer data and records accurately via agreed online and offline tools. 12. Collect and report money collected from customers. 13. creating POs, counting cash, sending SMS and email communications to customers, processing bank transfers. 14. Responsible of the customer service training. # Acting as Customer Service Manager

Customer Service AssistantFull Time

• Job Details:1. Customer Service Delivery, answering all enquiries in a friendly and professional manner includes Teaching Centre, Exams and UK education/information enquiries meeting the British Council quality standards. 2. Registration and finance, registering customers and collecting income received and transfer it accurately. 3. Back office support; deliver accurate registration service to meet targets. 4. Attending to verification and stamping requests. 5. Inputting customer data on CAMPUS, ORS2, ORS UKVI, SAP, myClass, Paytabs, Bookeo and TCMS. 6. Proceeding requests for transfers and refunds according to Teaching Centre & Examinations policy. 7. Corporate clients are preregistered and registered according to Teaching Centre policy. 8. Looking for customer satisfaction. In 2019 Nominated to present British Council Egypt in ISD (IELTS Service Design) - Refunds, Transfers and Result Collection Project in Dubai, UAE. This project is one of the 7 projects on the MENA which aims to enhance and improve our customer's journey in refund, transfer and result collection. The objectives: 1. Make it easy for customers to do business with us. 2. Reduce customer effort. 3. Reduce low value interactions. 4. Improve resource utilisation. 5. Enhance customer experience. 6. Retain customer; minimise refunds and maximise transfers. The target is to implement a new policy in the MENA (Middle East and Africa) for Refunds, Transfers and Result Collection to improve our customers' journey with us ; Refunds and transfers: 1. Empower customer services to approve refunds and transfers. 2. introduce online / mobile payment options. 3. Issue refunds via bank transfer. Results: . Results delivered by local courier. Benefits: 1.First contact resolution. 2.Faster turnaround time. 3.reduce customer effort. 4. Improve customer journey. 5. Customer retention. From March 2020 till August 2020 (During Covide-19) Nominated to support the Social Media Team. 1. Customer Service Delivery, answering all enquiries in a friendly and professional manner includes Teaching Centre, Exams and UK education/information enquiries meeting the British Council quality standards. Through different channels either via Email or Live Chat. 2. Attending to verification and stamping requests. 3. Looking for customer satisfaction. Personal Skills • Sales. • Customer Satisfaction. • Collect Funds. • Creative and Solving Problems. • Organizing and Presentation. • Teamwork and Leadership. • Coaching. • Interactive and fast enough to learn. • Ambitious & Results – oriented. balanced. 4. Handling transfer and refund request and process for teaching centre and exams. From August 2020 till December 2023 I’m responsible of the online payment across the 5 centres in Egypt (Paytabs system) • Issue and tracking the invoices. • Exporting reports from Paytabs. • Follow up with customers to complete their bookings. • Sending receipt and refund policy. I’m also responsible of the PayTabs training and all the online payment processes related to it.

Front Desk Agent Full Time