Customer Service and Sales Officer

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About the Organization

The British Council is the United Kingdom's international organisation for educational opportunities and cultural relations. We create international opportunities for the people of the UK and other countries, building trust worldwide.

Our iconic building in New Delhi was designed by renowned architect Charles Correa and was opened in 1993 displaying a unique mural by Howard Hodgkin on the façade symbolising the banyan tree – an enduring image of India -- along with a sculpture by Stephen Cox in the Charbagh called the Descent of the Ganges.

Job Description

• To provide enquiry and registration services for full range of British Council offers in a manner that he/ she achieves income and conversion targets.
• To 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. 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.

Job Responsibilities

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, telephone, social media and web as per global Customer management & sales standards.
• 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 and meet or exceed income / conversion targets.
• 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 across channels.
• Contribute to customer service indicators like customer feedback and 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 Duty 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.  

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.
• 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 workstations, ie Call centre, villa reception, 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.
• Make sure that information brochures/ leaflets are replenished and are always available and standard responses and online resources are updated. Supports all aspects of the operation on the ground and offsite as per business and operational requirements.
• Make reasonable adjustments to support team in business continuity situations.
• Recording income accurately and managing end of day reconciliation
• Responding to more complex enquiries such as refunds and transfer postponements class credits etc in line with process agreed with the business team 

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 thereby achieve defined conversion and income targets.
• Make outbound calls to support customers dropping out at different stages of the customer journey.
• Support re-registration drives and focus on maximising income by selling longer packages. 
• Be accountable for agreed individual income and conversion targets on a monthly basis.
• 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.
• 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
• 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.

Risk & Compliance

• Maintain and record data in a risk averse manner, capture customer consent on the required system
• Accurately and promptly mange day end reconciliation - Responsible for balancing physical cash, card payments, cheques & direct bank transfers with the final day end reports. 
• Follow policies and procedures outlined by the Customer Service Manager.
• Familiarise on the Customer Service financial guide and ensure this is followed at all times.
• Assist duty manager to reconcile income and assist in the banking process when needed.

Education Qualification/Required Skills & Experience

Role specific knowledge and experience:

• Comprehensive, proven experience as a customer service and sales executive
• Thorough understanding of marketing and negotiating techniques
• Fast learner and passion for customer service and sales
• Self-motivated with a results-driven approach

Requirements:

• Education: Undergraduates and Graduates are eligible
• Fluent in English
• Customer Service teams work on rota basis which may entail weekend and evening shift work.

For more information please check the Link

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