Customer Service and Sales Officer

2 months ago

مصر, Egypt British Council Full time

Customer Service and Sales Officer - Exams

**Date**:11 Mar 2024

**Location**: Giza, Middle East and North Africa, EG

**Company**:British Council

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 the Exams Customer Service and Sales Officer is to secure excellent sales results to assist the Exams team to meet or exceed its sales targets.

Main Accountabilities:
1. 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
- 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 all interactions are as per Exams standards and Corporate Child protection and Safe-Guarding policies

2. Sales
- 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.
- 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,, 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 with customers who do not register after enquiry and gather information which can be used for future marketing purposes and/or service improvements
- Responsible for building own product knowledge through interaction with product managers and using learning portal

3. Support to Exams
- Support the delivery of examination services / products through leading on contact, registration and pay and post-test activities to defined quality standards, in order to meet customer needs and support the delivery of the in-country Examinations Business Development Plan
- Collect and report money collected from customers for exam services daily according to FCCF and audit requirements, through cash journals and by issuing receipts for all income received; reconciliation and, processing transfers and refunds. Cash desks must be balanced and closed accurately with actual received income
- Coordinate with other Exams team members on an ongoing basis to ensure a seamless customer journey. This includes timely escalation of unresolved complaints to the concerned teams
- Manage social media enquiries and complaints in an effective and brand-appropriate manner to create in order to create better customer experience.
- Contribute directly to customer service indicators such as customer feedback, mystery shopping and customer effort assessment scores for the Exams centre
- Be accountable for the income receipt process and income recognition/ reconciliation support to Accountant and relevant Exams Manager

Special requirements:
The role will regularly require some evening work and

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