British Council
Sales & Customer Services Branch Assistant
Son tarix 22 iyn 2024 - Müraciət et
Role Purpose:
To deliver high quality services to internal and external customers and clients which meet their needs and enable the British Council to achieve its objectives.
To project a professional image of the British Council and the UK by providing a high quality, welcoming, and efficient integrated service at our offsite. The role allows hybrid working.
The job holder is expected to manage enquiries (face to face and email) and work with a range of systems (Teaching Centre Management System) to ensure the smooth running of Teaching Centre registration and contribute to an excellent customer experience.
Main Accountabilities:
Customer Management:
- To support the Sales&Customer Services Branch Coordinator to ensure that the team delivers an excellent customer experience to both new and existing customers.
- Provide an exceptional level of customer service to all existing customers to ensure that all their needs and requests are taken care of.
- Handling email and face-to-face enquiries.
- Provide information about Teaching Center products (expert product knowledge is important).
- Working with leads to register customers for Placement Testing/Consultation.
- Up-selling/cross-selling Teaching Center products.
- Handle all 1st level complaints/feedbacks.
- Follow up with existing students on incidents e.g. absent/movement.
- Outbound calls campaigns to existing and new students.
Meet and exceed internal stakeholders’ expectations:
- Proactively communicate with internal stakeholders to obtain information updates as well as provide feedback from customers
- Be actively involved in ensuring effective implementation of Safeguarding Policy in the Teaching Centre
- Work closely with the Sales&Customer Services Branch Coordinator and Marketing Manager to ensure that the communication with customers reflects customer needs, is on brand and is managed effectively across all age groups
- Work with the marketing consultant and academic team to manage customer research and student / parent engagement programme
Other Responsibilities and main duties:
- Work effectively with diversity as an essential and integral part of daily work and consistently meet the British Council’s Equal Opportunities and Diversity policy and standards in carrying out all internal and external duties
- Manage information created and received in compliance with the British Council’s information management standards, policies, the UK Data Protection Principles and local legislation
- Demonstrate a commitment to reflective practice, professional and organisational development objectives, taking advantage of opportunities to enhance qualifications and or gain/share knowledge for line managees as well as for self. Make a positive contribution to team meetings and give suggestions to management for improving Sales/Customer Management practices and procedures based on customer feedback.
Minimum/essential:
- University Degree in any subject or qualification in a relevant field
Desirable:
- Previous experience of working in a sales and customer service environment
Further Information:
- Pay band Grade J
- Contract Type – 1 year, potential possibility of extension if jointly agreed
Location – Azerbaijan
Requirements – Candidates must have the legal right to work in Azerbaijan
Closing Date – 21 June 2024
