Détails de l'annonce
- Lieu de travail Alger, Algérie
- Date d'expiration 16 Mai
- Niveau de poste Confirmé / Expérimenté
- Secteur d'activité Services
- Nombre de postes 04
Role Title : Customer Service and Sales Assistant (Hourly Paid)
Location: Algiers (Algeria).
Number of positions : 4
Contract type: Hourly Paid 6 Months contract (renewable)
Salary : 500 DZD / Hour from Saturday to Thursday
1000 DZD / Hour on Friday
Closing date and time: 16 May 2022 (23:59 GST Time)
Please note that all applications for this post should be submitted in English. It is advisable to apply in advance to avoid any technical issues at the last moment.
About us :
The British Council is the UKs international organisation for cultural relations and educational opportunities. We create friendly knowledge and understanding between the people of the UK and other countries. We do this by making a positive contribution to the UK and the countries we work with changing lives by creating opportunities, building connections, and engendering trust.
We work with over 100 countries across the world in the fields of arts and culture, English language, education, and civil society. Each year we reach over 20 million people face-to-face and more than 500 million people online, via broadcasts and publications. Founded in 1934, we are a UK charity governed by Royal Charter and a UK public body.
The British Council is an equal opportunities and diversity employer, and the post-holder will play a role in ensuring that Equality, Diversity, and Inclusion polices are consistently applied through the Human Resources operation.
The British Council has a fundamental duty of care of all children engaged in activities with us under our mandatory Child Protection Policy. All our employees must be familiar with and follow the Child Protection Code of Conduct. The British Council affirms the position that all children have the right to be protected from all forms of abuse as set out in article 19, UNCRC 1989.
Role Purpose :
- To project a professional image of British Council and provide a high quality and integrated enquiry and consultancy service for all British Councils English and Exams activities, product, and services. To demonstrate the required attitudes, skills, behaviours and knowledge in accordance with British Council Customer Service Standards.
- To promote and cross sell British Council products and services meeting British Council sales targets (new and existing students/candidates), Key Performance Indicators (KPIs) and supporting Teaching Centre and Exams teams to achieve their annual business targets and objectives
The Job Opportunities and challenges:
- The Customer Services and Sales Team across the cluster works on a shift basis designed to meet customers needs within operational constraints. On occasions, the post holder might be required to work outside the standard working hours and during the weekend. Any additional hours worked will be compensated according to British Council policy.
Post holders may be assigned to the specialised hubs or teams and rotated between the hubs regularly, in order to provide them with an opportunity to broaden their skills and gain experience.
Main Accountabilities :
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 book them for a placement test or consultation, register for an Exam or attend an event.
To create CRM accounts/leads/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 consultation appointment and course/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
To meet or exceed sales targets (new and existing students) and KPIs
To administer placement tests and provide consultation services to students on British Council courses and be the Single Point of Contact (SPOC) for prospects, guiding them through the journey from first enquiry to final sale
To register Exams candidates online in a professional and friendly manner
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 Exams candidates to improve sales conversions
Registration & Financial Compliance :
In line with the regional cash handling policy Customer Services Advisor is required to:
Collect income received and transfer it accurately onto SAP or other financial systems, to maintain records on the system and complete daily reconciliations
Ensure that all income collected is reconciled and posted accurately in system
Meet requirements of audit and financial reporting and any discrepancy is reported to line management within stipulated deadline
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, CRM, student registration system (TCMS) and on-line booking systems.
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 telephone-based surveys or gather other customer data
Regularly observe Teaching Centre classes and/or visit Exams venues
Other Responsibilities and main duties :
As part of the wider Sales and Customer Management team serving both new and existing customers, you will be required to support and assist your colleagues across the cluster in tasks that ensure the smooth running of the operations. This might include participation in Open Days, Parent Events, Seminars, Evening Receptions and Offsite Branch Promotions for example. You may also be required to perform other duties as directed by Line Manager.
About You (essential requirements for the role): we are looking for someone who has :
Good written and oral communication skills in English APTIS test (CEFR B2) and fluency in French and Arabic
Experience in a customer service and sales role.
Good communication skills and proven ability to build rapport with customers.
Further details :
- If you are interested in the post and feel that you are suitable for the role, then we would really like to hear from you.
Please apply by 16 May 2022 (23:59 GST Time).
Are you eligible to work in country?
Are you able to work during the weekends and public holidays?
Are you able to work on a job at shift base?
Are you able to work confidently in English, Arabic, and French?
Do you have a Customer Service and Sales experience?