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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 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 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 customers 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 busines
Essential Requirements
- Higher Diploma and/or 2 years equivalent professional experience in Customer servicesEnglish at Proficiency Level B2
Further Information
- Role title: Customer Service and Sales Officer – Teaching Centre Req ID: 36130
- Number of positions: 1
- Pay Band: 4/H
- Salary: EGP 7709.87
- Contract type: 1-year fixed term local contract
- Location: City Stars, Egypt
- Closing date and time: 29 February 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.
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