Customer Service and Sales Officer - Teaching Centre

Customer Service and Sales Officer - Teaching Centre

Date: ‎07-Feb-‎2023
Location: Alexandria, Middle East and North Africa, EG
Company: British Council
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.

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 - Teaching Centre
* Number of positions: ‎3
* Pay Band: ‎4/H
* Location: Alexandria, 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: ‎16 February ‎2023 (‎23:59 Gulf Standard Time)

It is advisable to apply in advance to avoid any technical issues at the
last moment. Please note that all applications should be submitted in
English.