Customer Service and Sales Assistant (Auto Entrepreneur) - Rabat

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Date: 7 Oct 2026

Location: Rabat, Middle East and North Africa, MA

Company: British Council

Role Profile: Customer Service and Sales Assistant

1. Role Purpose

The purpose of this role is to:

  • Represent the British Council professionally and deliver a high-quality, integrated enquiry and consultancy service across all English and Exams products and services.

  • Demonstrate the required attitudes, behaviours, skills, and knowledge in line with British Council Customer Service Standards.

  • Promote and cross-sell British Council products and services to achieve sales targets, KPIs, and support Teaching Centre and Exams teams in meeting annual business objectives.

2. Role Context

  • The Customer Services and Sales Team works on a shift basis to accommodate customer needs within operational constraints.

  • The role may require occasional work outside standard hours, including weekends. Any additional hours will be compensated according to British Council policy.

  • Post holders may be assigned to specialised hubs or teams and rotated regularly to gain wider skills and experience.

3. Key Responsibilities / Main Accountabilities

A. Customer Enquiries (New & Existing)

  • Greet and serve face-to-face customers and respond to enquiries via walk-ins, phone, email, and social media professionally and politely.

  • Encourage customers to book placement tests, consultations, register for exams, or attend events.

  • Create and update CRM accounts, leads, opportunities, and cases to maintain accurate interaction history.

  • Follow up on consultations, registrations, and events as reminders.

  • Provide one-stop solutions or forward queries/complaints to the appropriate team for timely follow-up.

  • Process refunds and transfer requests in line with policy.

B. Sales

  • Meet or exceed sales targets (new and existing students) and KPIs.

  • Administer placement tests and provide consultation on British Council courses, acting as the Single Point of Contact from enquiry to sale.

  • Register exam candidates professionally and efficiently.

  • Cross-sell relevant British Council services and products.

  • Conduct after-sales follow-up and encourage re-registration for upcoming terms.

  • Make outbound calls to prospective and existing candidates to increase conversion rates.

C. Registration & Financial Compliance

In alignment with the regional cash handling policy:

  • Collect income and record transactions accurately in SAP or other financial systems.

  • Reconcile and post all collected income daily.

  • Meet financial, audit, and reporting requirements and report discrepancies promptly.

D. Product and Offer Knowledge

  • Maintain up-to-date product knowledge through training and class observations.

  • Stay informed of pricing, offers, and discounts.

E. Systems and Record-Keeping

  • Use systems such as CRM, call centre tools, TCMS, and online booking platforms effectively.

  • Maintain and update databases, statistics, and reports accurately and on time.

F. Other Support Duties

  • Participate in sales and marketing events to generate leads and promote services.

  • Ensure front-of-house and consultation areas are stocked with updated promotional materials.

  • Provide verification services for UK certificates.

  • Conduct surveys or gather customer insights.

  • Observe Teaching Centre classes or visit exam venues as required.

G. Cluster Support

  • Support colleagues across the cluster to ensure smooth operations.

  • Participate in events such as Open Days, Parent Events, Seminars, Receptions, and Offsite Promotions.

  • Perform other duties as assigned by the Line Manager.

4. Person Specification

A. Skills

  • Strong communication skills and proven ability to build rapport with customers.

British Council Core Skills:

  • Communicating & Influencing (Level 1): Listens actively and communicates clearly with accuracy and awareness of diverse audiences.

  • Analysing Data & Problems (Level 1): Breaks down problems systematically and takes appropriate action.

  • Using Technology (Level 1): Competent in using office software and British Council systems.

  • Planning & Organizing (Level 1): Plans own work effectively for routine tasks.

B. Knowledge and Experience

  • Essential: Customer service and sales experience.

  • Desirable: Tele-sales, education sector experience, and CRM knowledge.

C. Education & Qualifications

  • Minimum: High School Certificate.

  • Desirable: University degree.

D. Languages

  • Essential: Good written and spoken English.

5. Additional Role Requirements

  • Candidates must ensure they have legal right to live and work in the country where the role is based.

  • Visa support may be provided at the discretion of the British Council and should be checked with HR.

6. British Council Values and Behaviours

These values guide decision-making, interactions, and behaviour at all levels and will be assessed during selection:

  • Open and Committed

  • Expert and Inclusive

  • Optimistic and Bold