Customer Service and Sales officer

3 days 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:

The role's primary purpose is to deliver inquiry and registration services for the complete range of British Council offerings while achieving income and conversion targets. This position requires close collaboration with business teams to address customer inquiries in a single contact. It plays a pivotal role in delivering a welcoming and customer-centric experience at our physical centres, social media platforms, and web chat. The role operates within established guidelines, defined procedures, and quality standards, subject to close supervision.

The post holder is responsible for collecting and recording information related to inquiries in accordance with prescribed procedures and guidelines. It is crucial for driving income through inquiry conversion, upselling, and cross-selling.

Main Accountabilities:

Customer Experience and Sales

  • Welcome all customers and visitors in a friendly and professional manner.
  • Respond to all first-level inquiries received in person, by mail, email, telephone, social media, and web, following global Customer Management & Sales standards.
  • Ensure customer interactions are proactive, friendly, and compliant with British Council brand guidelines and Customer Service standards.
  • Provide accurate information and promotional materials on all British Council services.
  • Guide customers through the registration process and strive to resolve issues in the first contact, meeting, or exceeding income/conversion targets.
  • Build rapport with prospects to understand their objectives, needs, and requirements.
  • Promote self-access solutions to customers and facilitate their journey across various channels.
  • Contribute to customer service indicators like customer feedback and net promoter score.
  • Record all opportunities on CRM, databases, and information files.
  • Forward customer feedback and comments to the Duty Manager.
  • Register and collect payments from customers using appropriate systems.
  • Resolve and record customer inquiries and complaints on CRM or appropriate systems.
  • Handle first-level complaints promptly and escalate serious and sensitive complaints as needed.

Business Delivery

  • Maintain an excellent level of product knowledge.
  • Ensure designated tasks for shifts are completed accurately when serving as the duty officer.
  • Execute specific projects and responsibilities as assigned by the management team.
  • Be flexible to rotate between workstations.
  • Be open to working extra hours during registration periods to meet service level agreements.
  • Ensure information brochures/leaflets are replenished and standard responses and online resources are updated.
  • Support all aspects of the operation on-site and off-site as per business and operational requirements.
  • Make reasonable adjustments to support the team in business continuity situations.
  • Accurately record income and manage end-of-day reconciliation.
  • Respond to more complex inquiries in line with established processes.

Sales and Product Promotion

  • Cross-sell and upsell British Council services.
  • Handle consultations and turn inquiries into sales to achieve conversion and income targets.
  • Make outbound calls to support customers at different stages of the customer journey.

Risk & Compliance

  • Maintain and record data in a risk-averse manner.
  • Capture customer consent on the required system.
  • Accurately and promptly manage day-end reconciliation, balancing cash, card payments, cheques, and bank transfers.
  • Follow policies and procedures outlined by the Customer Service Manager.
  • Familiarize yourself with the Customer Service financial guide and ensure compliance.
  • Assist the duty manager with income reconciliation and banking processes when necessary.

Role-Specific Knowledge and Skills:

Minimum/Essential

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

Desirable

  • Customer Service Professional Qualification.
  • Relevant qualification or training in Sales.
  • Hands-on experience with CRM software.
  • Experience in a multi-national or international work environment, education, or hospitality industry.

Further Information:

Pay Band – Grade H / Pay band 4
Contract Type – Fixed Term Contract (2 years – extendible) – Local
Location – Delhi, India
Requirements - Candidates must have the pre-existing right to live and work in the specified location.
Closing Date – 11 July 2024, 23:59 PKT

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

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.

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