Customer Service Assistant

hace 2 semanas

Ciudad de México British Council A tiempo completo

Customer Service Assistant (flexible location)

**Date**:31-Jan-2023

**Location**: Mexico City, Americas, MX, Mexico

**Company**:British Council

The British Council builds connections, understanding and trust between people in the UK and other countries through arts and culture, education and the English language.
We work in two ways - directly with individuals to transform their lives, and with governments and partners to make a bigger difference for the longer term, creating benefit for millions of people all over the world. We help young people to gain the skills, confidence and connections they are looking for to realise their potential and to participate in strong and inclusive communities. We support them to learn English, to get a high-quality education and to gain internationally recognised qualifications. Our work in arts and culture stimulates creative expression and exchange and nurtures creative enterprise. We connect the best of the UK with the world and the best of the world with the UK.
These connections lead to an understanding of each other's strengths and of the challenges and values that we share. This builds trust between people in the UK and other nations which endures even when official relations may be strained. We work on the ground in more than 100 countries. In 2019-20 we connected with 80 million people directly and with 791 million overall, including online and through our broadcasts and publications.

**Pay Band**: J/2

**Contract Type**: Indefinite

**Location**:Colombia or Mexico

**Vacancies**: 2

**Department**: English

**Closing Date**: advert will close on
**Sunday 12 February, 2023 at 23:59 Colombia time**.

**Role Purpose**

This role will provide 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.

**Main accountabilities but not limited to the following**
- Answer incoming calls/chats for all British Council services according to Call Centre KPIs following British Council standards and service strategies e.g. call greeting, call handling, and call closing.
- Generate and/or raise interest level of customers with the intention of inviting them to take a placement test or consultation, register for an Exam or attend an event.
- Create CRM accounts/leads/opportunities/cases immediately when an enquiry is received from a customer. 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.
- 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.
- Offer a one-stop solution or escalate enquiries or complaints to the right person, team or department for their timely follow-up with customers.
- 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.
- 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.
- 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.
- 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.

**Requirements of the role**
- Minimum of 2-year’s working experience in customer service related areas.
- Technical, Tecnological or Professional Degree.
- Good written and oral communication skills in English (CEFR B1).
- Good written and oral communication skills in Spanish (CEFR C1).
- Good written and oral communication skills in Portuguese (CEFR B1) - _Desirable_

**Additional Information**
- This role will be required to work on Saturdays occassionally.

**Note**: you are welcome to upload your supporting statement in English, Spanish or Portuguese, whichever you prefer; however, if invited to interview, this will

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