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
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
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 8971.20
Contract
type: 1-year fixed term local contract
Location:
City Stars, Egypt
Closing date and time: 27th August 2023 (23.59 Gulf Standard Time)
This post is open to candidates who have existing legal rights to work in the country
Please note that all applications should be submitted only in English
It is advisable to apply in advance to
avoid any technical issues at the last moment