Customer Service and Sales Officer for British Council

Customer Service and Sales Officer for British Council

About us
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.

Role Purpose:
The overall objective of a Teaching Centre Customer Service and Sales Officer is to secure excellent sales results (from new and existing students) to assist the Teaching Centre to meet or exceed its sales targets. The post holder will act as British Council’s ambassador, providing a seamless customer experience to customers and students in handling enquiries about British Council English language services, meeting agreed targets, objectives, and Key Performance Indicators (KPIs).

Main Accountabilities:
Day to Day Customer service delivery
Provide a consistent and positive customer experience in line with the Global Customer Service Strategy and relevant corporate standards and polices
Handle first-level enquiries received in person, via email, social media, chat or telephone on relevant aspects of the British Council’s activities / products, in a friendly and professional manner, in line with Customer Service standards, and forward all 2nd level enquiries to relevant colleagues, ensuring they are attended to within specified timelines
Deliver accurate information to customers and manage their expectations to ensure a smooth customer journey
Ensure the standard response bank is regularly refreshed to respond to customer queries
Carry out all reception and registration duties in line with relevant corporate standards and policies. All physical spaces accessible to customers should reflect the British Council brand

As the frontline of the British Council, to ensure that dress sense and tone of voice is representative of the organisational brand values and standards
Participate in British Council activities as and when they occur, providing an effective presence, and ensuring that corporate requirements are met whenever activity takes place
Record all forms of customer data and records accurately via agreed online and offline tools
Contribute to the Voice of the Customer programme by regularly sharing weekly insights and comments gathered from customers through formal and informal channels
Maintain an up-to-date contact database of all our customers, in relevant segments, within agreed CRM procedures
Ensure that at all times, interactions are as per Teaching Centre standards and Corporate Child protection and Safe-Guarding policies

Conduct Teaching Centre sales consultations which involves but not limited to providing speaking assessment to evaluate customer’s final language level according to agreed assessment guidelines.
Be accountable for agreed individual income and conversion targets on a monthly basis
Build rapport with prospective customers to gain understanding and information to respond to their specific needs and requirements
Be the single point of contact for assigned opportunities, guiding them through the journey from first enquiry to final sale
Make outbound calls to support customers dropping out at different stages of the customer journey and track conversions.
Capture all opportunities on CRM and send proactive communication to candidates to nurture leads as per process agreed with business
Maximise conversion rates of enquiries to sales figures by communicating features and benefits of British Council offers, convincing and influencing prospects to enrol/ register
Closely monitor and track conversion rates and achieve daily and monthly targets defined at centre level. Strive to improve conversion rate by keeping abreast of all changes to offering, observing classes , sharing insight with business teams regarding reasons for drop off and handling objections effectively
Maximise opportunities for cross-selling and up-selling
Proactively follow up customers who do not register after enquiry / consultation and gather information which can be used for future marketing purposes and/or service improvements
Contact lapsed students via phone to reintroduce them to our products (warm calling)
Responsible for building own product knowledge through interaction with product managers and using learning portal

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Support to Teaching Centre
To provide energy and purpose in following the Marketing Action Plan and Academic Quality Plan in agreement with the CSM and Teaching Centre Manager with a view to achieving student and test-taker numbers and income targets
Register / reserve / waitlist students in appropriate classes, entering details accurately on TCMS, in a professional and friendly manner
Distribute, collect and collate satisfaction surveys for all regular public courses into the agreed documentary scorecard management system to agreed timings and standards
Collect and report money collected from customers for placement tests / courses / books / examination registrations and other products / services daily according to FCCF and audit requirements, through cash desks and by issuing receipts for all income received; reconciliation and, accepting refund requests. Cash desks must be balanced and closed accurately with actual received income
Record all corporate clients, sponsored students and all Regular Public Course students on TCMS
Any other administrative duties that may be assigned by Management which may include but are not limited to creating POs, counting cash, sending SMS and email communications to customers, processing bank transfers, etc.

Essential requirements:
Higher Diploma and/or 2 years equivalent professional experience in Customer services
Comprehensive, proven experience as a customer service and sales executive
Minimum experience of marketing and negotiating techniques
Fast learner and passion for customer service and sales
Self-motivated with a results-driven approach
English at Proficiency Level B2

Desirable requirements:
Customer Service Professional Qualification
Relevant qualification or training undertaken in Sales
Hands-on experience with CRM software is a plus

Further Information :
Role title: Customer Service and Sales Officer – Teaching Centre
Number of positions: 1
Pay Band: 4/H
Salary: EGP 10, 351
Contract type: 1-year fixed term local contract
Location: City Stars, Egypt
Closing date and time: 2nd May 2024 (23.59 Gulf Standard Time)
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