Customer Service Advisor

1 month ago

Kolkata West Bengal, India British Council Full time

Customer Service Advisor

**Date**:1 Nov 2023

**Location**: Kolkata, South Asia, IN

**Company**:British Council

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.

**Customer Service Advisor**

**Role Purpose**:
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 but not limited to the following**:
**Specific Accountabilities, responsibilities and main duties**

**Customer Experience and Sales**:

- 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 requi.rements 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 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.
- 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 servic

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