Customer Care Consultant

3 weeks ago

Delhi, Delhi, India British Council Full time

We support peace and prosperity by building connections, understanding and trust between people in the UK and countries worldwide.

We work directly with individuals to help them gain the skills, confidence and connections to transform their lives and shape a better world in partnership with the UK. We support them to build networks and explore creative ideas, to learn English, to get a high-quality education and to gain internationally recognised qualifications.

Working with people in over 200 countries and territories, we are on the ground in more than 100 countries. In 2021–22 we reached 650 million people.

Role Purpose

To provide enquiry and registration services for British Council Library & Higher Education in a manner that he/ she achieves income and conversion targets. To work closely with SBU's and aim to resolve customer enquiries in first contact. The post will play a key role in providing an engaging and friendly customer experience on Calls, Email, 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 engagement and does so by converting enquiries into registrations, upselling and cross selling.

Main Accountabilities:

Specific Accountabilities, responsibilities and main duties

Customer Experience and Sales:

Welcome all customers in a friendly and professional manner, Answer, all first level enquiries received 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. 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 work stations, ie Call centre, villa reception, meet and greet, and integrated customer service desk. Flexibility to work extra hours during peak period in order to achieve the service level agreements on access and quality. Make sure that information on email template 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. 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 Library membership. 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 at country 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 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.

Role specific knowledge and experience:

Minimum/essential

Minimum Qualification should be Graduation.  0- 1 year of work experience in a customer service environment is good to have. Good written and oral language skills

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