Yasmine Safwat

Customer Service OfficerFull Time

• Job Details:● Promote the sales of Examinations products including Examination based courses, with a primary focus on IELTS. ● Serve as the primary point of contact to customers regarding the IELTS range of products, including the test, briefings, preparation courses, and digital learning content. Developing integration between the Teaching Centre and Examination offering for IELTS. ● Act as Front Line Duty Officer (FLDO) for customer service issues, complaints’ management and during incidents on daily rotational basis with other Customer services Officers. Ensures full coordination with other Duty Officers (TC), and premises manager. ● Ensure that all customers are contacted, or messages left to agree deadlines with information passed back to Customer Care Manager, IELTS Product Manager and Teaching Centre Manager. ● Acts as a trainer for Customer Services Assistant in all fields of Customer Service, corporate induction, and product knowledge. ● Registration & Finance Registration: ● Carry out all professional exams / IELTS and Teaching Centre registrations through the Online Registration System (ORS) to facilitate customers' registration. ● Ensure that CSAs have the appropriate level of access to the ORS system to enable them to perform their tasks. ● Ensure accuracy of IELTS applications. ● All customer data is input accurately and to agreed deadlines and confidentiality maintained. ● Finance: ● Assure accurate income collection, issuance of receipts and reporting of revenue on FABS to corporate finance procedures. ● Receive cash collected by CSA daily, counted and sealed in full compliance with Alex cash handling procedures. Moreover, reconciling end of day reports through the financial system (SAP). ● Handing over cash to Speed Service within 24 hours and assure that end of day closing meets all Finance and Alex Cash Handling Procedures. ● Management and Administration Support ● Provide ongoing IELTS advisory services performance reports and dashboards to Customer Services Manager, IELTS Product Manager, and Teaching Centre Manager. ● Coordinate all necessary IELTS-specific training and briefings with the Teaching Centre and Examination business units, as well as Customer Services (front and back offices). ● In collaboration with the Teaching Centre, Examinations and Marketing teams, ensure all customer-facing reference materials are continually updated with any relevant change ● In collaboration with the marketing team and the IELTS team, maintain a database on customers’ targets scores and their engagement with British Council’s products and services in their efforts to attain those targets.

Deputation as Account ManagerFull Time

• Job Details:• Handling client interaction on weekly calibration calls. • Ensuring highest levels of integrity and security for both client and internal data as prescribed... • Leading and managing the Subject Matter Experts team through a specified development plan to prepare them for the next level of their career growth. • Responsible of the site's sales performance and the daily interactions/read out with the client. • Developing/coaching the bottom quartile representatives through focused training to increase the customer satisfaction "NPS". • Training / coaching fresh hires to better their knowledge before they hit the production floor. • Create a handover that includes the performance of the trainees to the operation's team, to ensure a smooth transition between step training/integration and production.

Team Manager Full Time

• Job Details:• Provides continuing education for agents in operations on various products and campaigns. • Implementation of innovative methods to ensure the understanding and control of matter. • Evaluate the learning of new agents. • Coach new agents on how to reach their targets. • Weekly meeting with the management team discussing the performance of the team and the outliers. • Action plan for the week depending on the team's performance. • Developing individuals through weekly meeting to get the best outcome out of each representative.