Role Purpose
The post holder will act as British Councils ambassador, providing a seamless customer experience to customers and candidates in handling enquiries about British Council Examination services, meeting agreed targets, objectives, and Key Performance Indicators (KPIs). 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
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 and received in person, via email, social media, chat or telephone on relevant aspects of the British Councils 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 all interactions are as per Exams standards and Corporate Child protection and Safe-Guarding policies
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.
- 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, 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
- Contact lapsed IELTS registration candidates 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 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
- Manage data-entry on British Council exams systems such as ORS / SRS for candidate registrations with 100% accuracy
- Be accountable for the income receipt process and income recognition/ reconciliation support to Accountant and relevant Exams Manager
- 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.
About You (essential Requirements For The Role)
- Language requirements: English at Proficiency Level B2 as well as Arabic language skills
- Higher Diploma and/or equivalent professional experience
- Comprehensive, proven experience as a customer service and sales executive
- Thorough understanding of marketing and negotiating techniques
- Fast learner and passion for Customer service and sales
- Self-motivated with a results-driven approach
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: Customer Service and Sales Officer – Exams
- Number of positions: 2
- Pay Band: 4/H
- Location: City Stars, Cairo Egypt
- Contract type: 1 Year Fixed Term Contract
- Salary: 8971.2 EGP per month
- Other requirements: This role is open to candidates who have the right to work in Egypt
- Closing Date: 15 March 2023 (23:59 Gulf Standard Time)