Customer Services and Sales Agent

British Council Pay band: 4

Department: English and Exams

Contract type: One year FTC

Closing Date: Sunday 29th  of June  ( 23:59 UK Time)

Location: Lima, Peru

Role Purpose: 

We are recruiting for x 2 Customer Service and Sales Agent.

This role involves providing administrative support to the Customer Service Team, Exams, and Teaching Centre to deliver high-quality services to both internal and external customers. The aim is to adhere to global customer service standards and help the team achieve strong registration results, enabling the British Council to meet its financial targets. Additionally, the role will involve generating interest among prospective customers for exams or English language courses by scheduling placement tests, consultations, trial lessons, and demo lessons. The position requires working in a team environment to meet British Council sales targets, Key Performance Indicators (KPIs), and support the Teaching Centre and Exams teams in achieving their annual business goals.

Role Context:

 The British Council is the UK's international organization for cultural relations and educational opportunities. Our mission is to foster friendly knowledge and understanding between the people of the UK and other countries. We aim to make a positive impact by creating opportunities, building connections, and engendering trust. Operating in over 100 countries, we work in the fields of arts and culture, English language, education, and civil society.

The Customer Service Assistant role is crucial within the British Council. It is ideal for a motivated and enthusiastic customer service professional who can respond to new customer needs and expectations. This position offers opportunities for growth in customer service management, marketing, and business development within an educational and cultural relations context.

Customer Support:

• Handle incoming calls and chats for all British Council services, adhering to KPIs and service standards.
• Engage customers to encourage them to take placement tests, consultations, register, or attend events.
• Regularly update CRM records to maintain a complete history of customer interactions and monitor sales performance.
• Respond to customer inquiries via calls, emails, face to face and social media with accurate information, positively impacting Customer Effort and Net Promoter scores.
• Follow up with customers to remind them of their appointments, test bookings, exam registrations, and event registrations.

Service and Product Delivery Support:

• Achieve or exceed sales targets, KPIs, and objectives.
• Administer placement tests and provide consultation services, acting as the Single Point of Contact (SPOC) for prospects from initial inquiry to final sale.
• Promote and cross-sell British Council services and products to achieve excellent sales results.
• Identify and address reasons or objections for customers not continuing with the British Council.
• Make outbound calls to convert prospective and existing sales.
• Maintain a high level of product knowledge through training and class observations, including pricing, discounts, and offers.

Systems and Record Keeping:

• Proficiently use relevant systems, such as call center systems, CRM, student registration systems, and online booking systems.
• Maintain and update databases, statistics, and reports accurately and promptly.

Finance and Resource Management:

• Ensure accurate income collection and issuance of receipts through British Council systems and alternative payment portals.
• Collaborate with team members to deliver excellent customer service and meet sales targets, KPIs, and objectives.
• Fully engage with the performance management program.
• Support colleagues in tasks that ensure the smooth running of the Centre, including participation in Open Days, Parent Events, Seminars, Evening Receptions, and Offsite Branch Promotions.
• Perform other duties as directed by the Line Manager.

Role Specific Knowledge and Experience:

• Polite and pleasant customer service manners
• Excellent interpersonal and customer care skills
• Selling skills (confident and effective in up-selling and cross-selling
• Experience working in customer service-related areas
• Desirable written and oral communication skills in English (CEFR B1 or B2
• Good written and oral communication skills in Spanish (CEFR C1).

Desirable:

• Tele-sales experience
• Face to face sales experience
• Education sector experience
• Knowledge of CRM