Job announcement: B2B Support Officer

British Council is looking for B2B Support Officer.

 Location: Yaounde, Sub Saharan Africa, CM
Company: British Council  

Role purpose 

To contribute to the smooth running of the British Council’s teaching and exams operations in Cameroon by delivering high quality customer service and sales targets as part of a larger team that is in line with corporate standards and policies. The postholder will be the main point of contact for visitors, providing information about our services, counselling customers to ensure they make the right decisions regarding products and services and ensure enquiries are converted into sales.

Main Accountabilities 

The main job responsibilities include but are not limited to: 

Product Service Support

• Provides technical assistance leading up to and on Test Day
• Undertakes bulk upload and cash reconciling
• Project management and vendor management to ensure procurement, regular servicing and readiness of IT related equipment to ensure smooth delivery of exam services. 
• Supports assurance of technical compliance of equipment and connectivity at test venues 
• Acts as ‘help desk’ to venue staff and customers / candidates
• Maintains accurate records and drafts routine and some non-standard documentation, reports or financial analysis/reconciliations.

Relationship & stakeholder management

• Supports continuous improvement in the efficiency/cost effectiveness/quality of service delivery/systems in the unit or department
• Proactively works with the Team 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.
• Develops good working relationships and engagement with Venue Staff and appropriate colleagues throughout the BC to facilitate effective and efficient service delivery.
• Act as point of contact and manages escalated issues in country from Venue Supervisors and Venues, supported by Operations Manager / Cluster team when required.
  

Risk & Compliance

• 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. 
• Follows agreed corporate risk management processes and procedures when delivering services (e.g. child protection, security policies, financial protocols, anti-fraud measures) to protect the interests of the BC and its customers at all times.

Analysis & Reporting 

• 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

Role specific knowledge and experience: 

Minimum requirements:

• Degree in related fields
• 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
• Proven experience of building relationships, identifying needs and enhancing opportunities with key accounts to meet business related targets
• Experience of supporting delivery of computer and Paper based exams

Further Information

• Pay Band – Pay band 4
• Remuneration: XAF 4,867,884.00.00 gross per annum
• Contract Type – Indefinite
• Location – Flexible: Douala or Yaounde, Cameroon
• Language requirements: Good written and oral English communication skills.
• Role holder must have existing rights to live and work in the country the role is based.

HOW TO APPLY?

Click here to apply online

Closing Date: 5th July 2023 

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