الرئيسية / الوظائف / 7920 مشاهدة21 يناير 2023


Customer Service and Sales Officer - Teaching Centre at British Council - STJEGYPT



Customer Service and Sales Officer - Teaching Centre at British Council - STJEGYPT

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Work Type : Full Time
Experience : 0-3 Years




Gender : male and female
Salary: Not Mentioned
Salary Type : Net Salary
Location: Cairo,EG

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 Councils 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 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 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.

Essential Requirements

  • Higher Diploma and/or 2 years equivalent professional experience in Customer services
  • Comprehensive, proven experience as a customer service and sales executive
  • Minimum experience of marketing and negotiating techniques
  • Fast learner and passion for customer service and sales
  • Self-motivated with a results-driven approach
  • English at Proficiency Level B2

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 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.


Apply for here

للمزيد من الوظائف فى تخصص

Customer Service


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