Customer Service and Sales Officer - Teaching Centre 2023 - JobzEG

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كوبون خصم على كل مشترياتك من موقع نون مصر الكوبون : FA992

السبت، 21 يناير 2023

Customer Service and Sales Officer - Teaching Centre 2023

 Customer Service and Sales Officer - Teaching Centre

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 Council’s 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 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

Ensure that at all times, interactions are as per Teaching Centre standards and Corporate Child protection and Safe-Guarding policies


Conduct Teaching Centre sales consultations which involves but not limited to providing speaking assessment to evaluate customer’s 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

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كوبون خصم على كل مشترياتك من موقع نون مصر الكوبون : FA992

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