VACANCY NOTICE
British Council
Position: Customer Service Executive
- Location: Kathmandu, South Asia, NP
- Company: British Council
Role Purpose
The post will play a key role in delivering an engaging and friendly customer experience to our internal and external customers. The post holder needs to operate within defined procedures and quality standards as per British Council procedures and Customer Management framework.
The post will play a key role in delivering an engaging and friendly customer experience to our internal and external customers. The post holder needs to operate within defined procedures and quality standards as per British Council procedures and Customer Management framework.
The role is to provide first point of contact for registration/enquiry resolution for the range of British Council services. Channels for customer interaction will be face-to-face at our centres, via telephone and online through social media platforms and web chat. The postholder is responsible for converting enquiries into sakes and recording enquiries using relevant tools/systems, gathering/sharing customer insight and collecting fees/reconciling income.
Main Accountabilities:
Business Delivery
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 interest level of customers to register for an Exam or attend an event.
> To create CRM accounts/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 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 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 Exam’s candidates to improve sales conversions
> To contact leads generated from various campaigns and login opportunities to increase sales conversion.
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 and CRM.
> 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 Customer effort assessment surveys on quarterly basis.
Application Deadline : 22nd of November 2023 (23:59 IST)
