Customer Services and Sales Agent

hace 4 días

Ciudad de México British Council A tiempo completo

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**

This role will provide administrative support to the Customer Service Team, Exams and Teaching
Centre in delivering high-quality services to internal and external customers. This will be achieved
by adhering to global customer services standards of excellence and supporting the team to secure strong registration results to enable the British Council to meet financial targets.
It will also generate and raise the interest level of prospective customers to purchase an Exam or
English Language course by booking them placement tests and/or consultations/trial and demo
lessons.
This post will work under a team environment, meeting British Council sales targets (new and
and Exams teams to achieve their annual business targets and objectives.

**Main accountabilities**

**Customer Support**:

- Answer incoming calls/chats for all British Council services according to KPIs following British Council standards and service strategies.
- Generate and/or raise the interest level of customers with the intention of inviting them to

take a placement test or consultation, register or attend an event.
- CRM records must be updated regularly so that there is a complete history of

actions/communications with the customer and sales performance can be monitored.
- with accurate and appropriate information, and contribute positively to Customer Effort and
Net Promoter scores.
- Follow up with customers to remind them of their consultation appointment, placement test

booking, exam registration and/or event registration prior to the date of the activities.
**Service and product delivery support**
- Meet or exceed sales targets (new and existing students), KPIs and objectives.
- Administer placement tests and provide consultation services to students on British Council

courses and be the Single Point of Contact (SPOC) for prospects, guiding them through the
journey from first enquiry to final sale.
- Register or promote and cross sell relevant British Council services and products to secure

excellent sales results.
- Carry out after sales follow up, reminding students to re-register for the next term and

identifying reasons for not continuing with the British Council if required.
- Make outbound calls to prospective and existing sales conversions.
- Acquire and always maintain an excellent level of product knowledge by attending product

training and observing classes, as well as knowledge of pricing, discounts and offers.
**Systems and record keeping**
- Be proficient in using relevant systems, such as call centre system, CRM, student

registration system and other online booking systems.
- Maintain and update all databases and statistics and reports in a timely and accurate

manner.
**Finance and resource management**
- Assure accurate income collection, issuance of receipts and on British Council systems and

alternative payment portals.
- Work closely with other team members within the wider SCM team to deliver excellent

customer service experience to meet sales targets (new and existing students), KPIs and
objectives.
- Full engagement with the performance management programme.
- As part of the wider Sales and Customer Management team serving both new and existing

customers, you will be required to support and assist your colleagues from time to time in
tasks that ensure the smooth running of the Centre. This might include participation in Open
Days, Parent Events, Seminars, Evening Receptions and Offsite Branch Promotions for
example. You may also be required to perform other duties as directed by Line Manager.

**Additional job requirements**
in the country in which the role is based.

Possible working hours are: Monday to Friday 08:00 to 15:00 or 13:00 to 20:00; Saturday 08:00 to 15:00

**Role specific skills**:

- Polite and pleasant customer service manners - Excellent interpersonal and customer care skills
- Selling skills (confident and effective in up-selling and cross-selling)

**Role specific knowledge and experience**
**Minimum/essential**:

- Minimum of 2-year’s working experience in customer service-related areas **Desirable**
- Tele-sales experience
- Face to face sales experience
- Education sector experience
- Knowledge of CRM

**Language Requirements**:

- Desirable written and oral communication skills in English (CEFR B1 or B2). - Good written and oral communication skills in

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