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.
Contract: Hourly Paid (Non-Permanent Worker)
Location : United Arab Emirates, Abu Dhabi
Start Date: As soon as possible
Company : British Council
Role Purpose
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 and Examination services, meeting agreed targets, objectives, and Key Performance Indicators (KPIs). The overall objective of a Customer Service Advisor is to secure excellent sales results (from new and existing students and prospective Exams candidates) to assist the Teaching Centre and Exams teams to meet or exceed their sales targets.
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
• Support delivery of high quality, up to date training and testing for young learners and adults
• Ensure that all interactions are as per Exams and Teaching Centre standards and Corporate Child protection and Safe-Guarding policies
Sales
• 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
Other:
• 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):
• 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 for the role
• Customer Service Professional Qualification
• Relevant qualification or training undertaken in Sales
• Hands-on experience with CRM software is a plus
Role specific skills
• Self-motivated and target focused
• Resilience
• Strong communication skills including both verbal and written
• The ability to influence and negotiate with others
• Commercial awareness
• Problem solving
• Competent IT skills
• Numerical skills