NSS Opportunity at British Council-Customer Service and Sales Support.
A Customer Service and Sales Support (NSS) is needed At British Council.
Role Purpose
The post holder will act as British Council’s ambassador to provide a seamless customer experience to all relevant stakeholders, handle enquiries about British Council Exams Services and meet agreed targets, objectives, and Key Performance Indicators (KPIs).
Recommended:2022/2023 National Service Opportunities At GB Foods
Responsibilities
The appointed candidate will have the following accountabilities, responsibilities and main duties:
- Provide a consistent and positive customer experience in line with the British Council Customer Service Strategy and relevant corporate standards and policies.
- Handle first-level enquiries received in person, via email, social media 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.
- 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
- 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 the process agreed with the business.
- Maximise opportunities for cross-selling and up-selling.
- Support the delivery of examination services / products through supporting on contact, registration and pay and post-test activities to defined quality standards, in order to meet customer needs and support the delivery of the in-country Examinations Business Development Plan
- Coordinate with other Exams team members on an ongoing basis to ensure a seamless customer journey. This includes timely escalation of unresolved complaints to the concerned teams.
- Manage social media inquiries and complaints in an effective and brand-appropriate manner to create in order to create a better customer experience.
As with any business that experiences peaks and troughs of activity, there is likely to be a need to work outside office hours from time to time.
Role specific knowledge and experience:
The successful candidate will need to possess the following requirements:
- Higher Diploma and/or equivalent professional experience
- Fast learner and passion for customer service and sales
- An interest in marketing and negotiating techniques.
- Self-motivated with a results-driven approach.
- Proven interest in digital systems/platforms
Desirable
- First Class Qualification(Degree/Diploma)
Check Also:National Service Opportunity At Noguchi Memorial Institute
How To Apply-NSS Opportunity at British Council-Customer Service and Sales Support
Closing Date: 6th July, 2022
