Job Title: B2B
Customer Support Officer
Hiring Organization: British
Location – Locality: Nairobi
Location – Region: Kenya
Job Type: Full
Date Posted: 01/25/2024
support peace and prosperity by building connections, understanding and trust
between people in the UK and countries worldwide.
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
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.
Customer Support Officer – Kenya
long-term purpose of this role is to ensure the efficient, effective
operational co-ordination and delivery of Business to Business (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
Business to Customer (B2C) customers, focusing on registration and payment
systems and Computer-Based testing. It will also provide operational finance
support to country and cluster teams including Purchase Order creation, Direct
Invoicing processing and debtor management.
accountabilities but not limited to the following:
technical assistance leading up to and on Test Day.
bulk upload and cash reconciling
continuous improvement in the efficiency/cost effectiveness/quality of service
delivery/systems in the unit or department.
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
contingency and risk management on the ground, liaises with Local IT, Examiner
or Venue Staff to ensure alignment on communications.
support related to compliance or investigations on Test Day and related issues.
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
meetings to review Test Day performance delivery, continual improvement, 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.
specific knowledge and experience:
in B2B / B2C customer service environment
of and ability to deliver excellent standards of customer service
and experience of risk and compliance management
working in exams
of supporting on delivery of computer-based exams
of examinations operational finance