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  • Posted: Sep 16, 2021
    Deadline: Not specified
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    The British Council is the UK’s international organisation for cultural relations and educational opportunities. We create friendly knowledge and understanding between the people of the UK and other countries. We do this by making a positive contribution to the UK and the countries we work with - changing lives by creating opportunities, building conne...
    Read more about this company

     

    Customer Service Assistant - Hourly Paid

    Role purpose:

    To project a professional image of British Council and provide high quality and integrated enquiry and consultancy service for all British Council’s English and Exams activities, products, and services. To demonstrate the required attitudes, skills, behaviours and knowledge in accordance with British Council Customer Service Standards.

    To promote and cross-sell British Council products and services meeting British Council sales targets (new and existing students/candidates), Key Performance Indicators (KPIs) and supporting Teaching Centre and Exams teams to achieve their annual business targets and objectives.

    About British Council Algeria:

    The British Council Algeria opened in April 2015 in a new eight classroom teaching centre in Algiers. The centre is in a renovated garden villa situated in Hydra, a suburb of Algiers. Since opening the teaching centre has grown from strength to strength with an average of 780 Adults and over 700 Young Learners registered each term. All teachers are expected to teach YLs as part of their teaching hours.

    The Young Learner activity is a vital part of the Algiers centre’s business. We aspire to offer the highest quality learner experience and the academic programme reflects the British Council’s methodology, corporate standards and learning offer. We deliver British Council designed courses to Primary students and Secondary students. Adult learners’ study with us to improve their communicative skills and enhance their work and study prospects.

    All our contracted teachers are supported and developed through a programme of continuous professional development. Teachers with the minimum post CELTA experience will be mentored by experienced teachers.  There is a busy in-service teacher training programme for all the teaching staff, including Trinity Teaching Young Learners Certification (TYLEC), and for those teachers who are ready to develop further, support for the British Council/Cambridge Diploma in Teaching English to Adults (Distance DELTA) programme. We are also committed to developing our products, evaluation systems and student communication processes on a continuous basis.

     

    Role Requirements:
    Threshold requirements:

    Assessment stage

    Passport requirements/ Right to work in-country

    The post holder must be eligible to work in Algeria

     

    Shortlisting

    Direct contact or managing staff working with children?

    Yes. Some British Council customers may be under 18 years so an appropriate police check required

     

    N/A

    Notes

    Appropriate police check mandatory

    Three satisfactory references required

     

    Our normal opening hours are 8 am to 7 pm 7 days a week. The role will regularly require some evening work and may occasionally require a split shift. Some unsocial hours and weekend work may be required

     

    Person Specification:

    • Language requirements
    • Minimum / essential
    • Desirable
    • Assessment Stage
    • Good written and oral communication skills in English APTIS test (CEFR B2) and fluency in French and Arabic
    • N/A
    • Shortlisting and interview

    Qualifications

    Minimum / essential

    Desirable

    Assessment Stage

    • High School Certificate
    • University degree
    • Shortlisting

    Role Specific Knowledge & Experience

    Minimum / essential

    Desirable

    Assessment Stage

    • Experience in customer service and sales role
    • Tele-sales experience
    • Education sector experience
    • Knowledge of CRM
    • Shortlisting

    Role Specific Skills (if any)

    Assessment Stage

    • Good communication skills and proven ability to build rapport with customers
    • Shortlisting AND Interview

                    
    Main Accountabilities:

    New & existing customer enquiries

    • To meet and greet face to face customers and respond to all customer enquiries – face to face, calls, emails and social media with a polite and pleasant manner following British Council standards and service strategies e.g. call greeting, call handling, and call closing
    • To generate and/or raise the interest level of customers to book them for a placement test or consultation, register for an Exam or attend an event.
    • To create CRM accounts/leads/opportunities/cases immediately when an enquiry is received from a customer.  CRM records must be updated from time to time so that there is a complete history of actions/communications with the customer and sales performance can be monitored.
    • To follow up with customers to remind them of their consultation appointment and course/exam/event registration prior to the date of the activities.
    • To offer a one-stop solution or pass enquiries and complaints to the right person, team, or department for their timely follow-up with customers
    • To accept and process refunds and transfer requests from existing customers according to the policy

    Sales

    • To meet or exceed sales targets (new and existing students) and KPIs
    • To administer placement tests and provide consultation services to students on British Council courses and be the Single Point of Contact (SPOC) for prospects, guiding them through the journey from first enquiry to final sale
    • To register Exams candidates online in a professional and friendly manner
    • To cross-sell relevant British Council services and products where appropriate
    • To carry out after sales follow up and phone existing students to remind them to re-register for the next term and understand and log their reasons for not continuing with the British Council.
    • To make outbound calls to prospective and existing Exams candidates to improve sales conversions
    • Registration & Financial Compliance:
    • In line with the regional cash handling policy Customer Services Advisor is required to:
    • Collect income received and transfer it accurately onto SAP or other financial systems, to maintain records on the system and complete daily reconciliations
    • Ensure that all income collected is reconciled and posted accurately in the system
    • Meet requirements of audit and financial reporting and any discrepancy is reported to line management within the stipulated deadline
       

    Product and offer knowledge

    • To acquire and always maintain an excellent level of product knowledge by attending product training and observing classes. 
    • To acquire and always maintain an excellent knowledge of pricing, discounts and offers.
       

    Systems and record-keeping

    • To be proficient in using relevant systems, such as call centre system, CRM, student registration system (TCMS) and online booking systems.
    • To maintain and update all databases and statistics and reports in a timely and accurate manner.

    Other support duties

    • To participate and/or provide sales support in all sales and marketing events (in or out of the centre) to create awareness and generate leads for the centre.
    • Ensure the front of house and consultation areas are suitably stocked with up-to-date display and promotional materials
    • Provide verification services for UK certificates
    • Conduct telephone-based surveys or gather other customer data
    • Regularly observe Teaching Centre classes and/or visit Exams venues

    Other Responsibilities and main duties

    • As part of the wider Sales and Customer Management team serving both new and existing customers, you will be required to support and assist your colleagues across the cluster in tasks that ensure the smooth running of the operations. This might include participation in Open Days, Parent Events, Seminars, Evening Receptions and Offsite Branch Promotions for example.   You may also be required to perform other duties as directed by the Line Manager.

    Method of Application

    Interested and qualified? Go to British Council on careers.britishcouncil.org to apply

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