Customer Service and Sales officer

British Council
Location: Nepal
Salary:As Per Organization's Rule
Posted Date: 2023-05-09 Deadline: 2023-05-14
  • Location : Nepal
  • Salary : As Per Organization's Rule
  • Category : Customer Service
  • Nature : Full Time
Job Description

Role Purpose:

The post will provide enquiry and registration services for full range of British Council offers in a manner that he/ she achieves income and conversion targets. The post holder will work closely with business teams and aim to resolve customer enquiries in first contact. The post will play a key role in providing an engaging and friendly customer experience at our physical centres and on social media platforms and Web chat. The post holder will operate within clear guidelines, defined procedures and quality standards and is subject to close supervision.

The post holder collects and records information regarding enquiries as per the prescribed procedures and guidelines. The role is responsible for driving income and does so by converting enquiries into registrations, upselling and cross selling.

Main accountabilities, not limited to the following: 

  1. Customer Experience and Sales:
  • Welcome all customers and visitors in a friendly and professional manner, Answer, all first level enquiries received in person, by mail, email, through call centre, social media in a friendly and professional manner.
  • The quality of customer interaction is proactive, customer friendly and compliant to British Council brand guidelines and Customer Service standards.
  • Provide accurate information, promotional & registration material on all services offered by the British Council. Guide customers on the registration process and make all reasonable efforts to provide resolution at first contact.
  • Build rapport with the prospect in order to find out the objectives, needs and requirements of the customer, and take their interest forward.
  • Promote self-access solutions to customers and facilitate their journey by working flexibly as a floor walker.
  • Contribute to customer service indicators like CSAT, customer feedback, net promoter score, customer effort assessment scores for the centre.
  • All opportunities are recorded on CRM, databases and records, and information files are kept up-to-date in line with requirements outlined by Customer Services Manager.
  • All feedback and customer comments are passed on to the shift in-charge or line Manager within one working day and recorded in writing.
  • Using the appropriate systems, to register and obtain payments from all customers, while adhering to the procedures in place. Effectively resolve and record customer enquiry, reason for contact and contact details on CRM or appropriate system.
  • Handle first level complaints promptly and escalate serious and sensitive complaints in a timely manner  
  1. Business delivery:
  • Acquire and maintain an excellent level of product knowledge at all times.
  • As duty officer ensure that designated tasks for the relevant shifts are completed accurately.
  • Coaching, mentoring and training teams on products and customer excellency.
  • Specific projects and responsibilities given to each member of staff (eg: product leadership or information management) are carried out in line with objectives.
  • Flexibility to rotate between work stations, ie Call centre, front of house/front desk, meet and greet, and integrated customer service desk.
  • Flexibility to work extra hours during registration period in order to achieve the service level agreements on access and quality.
  • Responding to more complex enquiries such as refunds and transfer postponements etc in line with process agreed with the business team
  • Working in business improvement projects and covering line manager in his/her absence. 
  1. Sales and Product Promotion:
  • Cross sell and upsell British Council services to deepen the customer engagement with the British Council using a ‘’soft sell’’ approach.
  • Handling consultations and turning enquiries into sales while achieving the defined conversion targets.
  • Make outbound calls when required, to support customers dropping out at different stages of the customer journey.
  1. Risk & Compliance
  • Maintain and record data in a risk averse manner and capturing customer consent on the required system
  • Familiarise on the Customer Service financial guide and ensure this is followed at all times.
  • Take charge of the TRF’S and make sure TRF’S are stored in archive room at the end of the day.

Role specific knowledge and experience:

You should bring along: 

  • Legal right to work in Nepal
  • Competency in written and spoken English: Proficiency in Nepali, English at proficiency level B2
  • Graduate Degree or relevant qualification
  • Customer Service Professional Qualification and relevant qualification or training undertaken in Sales would be an advantage
  • At least 2-years of providing customer services (face to face, call centre) and/or sales experience preferably in the fast-pacing services industry
  • Familiarity with the departmental procedures, policies, guidelines, and SLAs.
  • Thorough understanding of marketing and negotiating techniques
  • Fast learner and passion for customer service and sales
  • Self-motivated with a results-driven approach
  • Knowledge of British Council products and services is desirable
  • Experience of multi-national or international work environment, education or hospitality industry and working knowledge of Customer Relationship Management System is an advantage
  • Excellent skills on a range of standard computer software (e.g. Microsoft Office suite)

Additional Job Requirements:

Customer Service teams work on rota basis which might require working in weekends.

Further Information:

Pay band: PBH Local contract

Location: Kathmandu

Department: Customer Service, Nepal

Contract type: Full Time

Duration: Fixed Term- 2 years with possibility of extension

Closing date: 14 May 2023

To be considered for this job, you must already have the right to live and work in Kathmandu. Please be aware that for this role, we are not able to sponsor working visa. 

A connected and trusted UK in a more connected and trusted world.

Equality , Diversity, and Inclusion (EDI) Statement

The British Council is committed to policies and practices of equality, diversity and inclusion across everything we do. We support all staff to make sure their behaviour is consistent with this commitment.  We want to address under representation and encourage applicants from under-represented groups, in particular, but not exclusively, on grounds of ethnicity and disability.  All disabled applicants who meet the essential criteria are guaranteed an interview and we have Disability Confident Employer Status. We welcome discussions about specific requirements or adjustments to enable participation and engagement in our work and activities.

 The British Council is committed to safeguarding children, young people and adults who we work with.

We believe that all children and adults everywhere in the world deserve to live in safe environments and have the right to be protected from all forms of abuse, maltreatment and exploitation as set out in article 19, UNCRC (United Nations Convention on the Rights of the Child) 1989.

Appointment to positions where there is direct involvement with vulnerable groups will be dependent on thorough checks being completed; these will include qualification checks, reference checks, identity & criminal record checks in line with legal requirements and with the British Council’s Safeguarding policies for Adults and Children.

If you have any problems with your application please email askhr@britishcouncil.org 

Please note: Applications to this role can only be considered when made through the Apply section of our careers website. Our ‘ASK HR’ email is only to be used in case of a technical issue encountered when applying through the careers website. Emails with supporting statements and CV/Resumes sent to this email address will not be reviewed and will be deleted.

Apply Instructions

CLICK HERE TO APPLY

This Job is expired. The Company is no longer accepting applications for this position.

Organization Summary

We connect people with learning opportunities and creative ideas from the UK. Whether you want to learn or teach English, take an exam, study in the UK or find out about our forthcoming events, this is the place to start.

Industry Type Others
Location Kathmandu, Nepal
Organization Size 1-10
Active Jobs By British Council

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