B2B Customer Support Officer Job in Kenya

 Job Title: B2B
Customer Support Officer

Hiring Organization: British
Council
Location – Locality: Nairobi
Location – Region: Kenya
Industry: International
Organization
Job Type: Full
Time
Salary: KES
Competitive
Date Posted: 01/25/2024

We
support peace and prosperity by building connections, understanding and trust
between people in the UK and countries worldwide.

We work
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
recognised qualifications.


Working
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.

B2B
Customer Support Officer – Kenya

Role
Purpose

The
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.

Main
accountabilities but not limited to the following:

Provides
technical assistance leading up to and on Test Day.

Undertakes
bulk upload and cash reconciling

Supports
continuous improvement in the efficiency/cost effectiveness/quality of service
delivery/systems in the unit or department.

Proactively
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
process.

Undertakes
contingency and risk management on the ground, liaises with Local IT, Examiner
or Venue Staff to ensure alignment on communications.

Provides
support related to compliance or investigations on Test Day and related issues.

Uses
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
needs.

Supports
meetings to review Test Day performance delivery, continual improvement, and
corrective actions.

Plans 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.

Role
specific knowledge and experience:

Experience
in B2B / B2C customer service environment

Experience
of and ability to deliver excellent standards of customer service

Excellent
computer skills

Understanding
and experience of risk and compliance management

Desirable

Experience
working in exams

Experience
of supporting on delivery of computer-based exams

Experience
of examinations operational finance

Click
Here To Apply

Check Also

Assistant Manager, Accounting, Job in Kenya

 Job Title: Assistant Manager – Accounting Hiring Organization: Fresh Life Location – Locality: Nairobi Location – Region: Kenya Industry: Service …

Leave a Reply

Your email address will not be published. Required fields are marked *