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
Sales
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