Customer Service and Sales Officer

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 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.
- 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
**Closing Date **- 13 Dec 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 applicant