Website British Council
JOB OPPORTUNITY
Customer Service Executive
Location: Kathmandu, South Asia, NP
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.
Role Purpose
The post will play a key role in delivering an engaging and friendly customer experience to our internal and external customers. The post holder needs to operate within defined procedures and quality standards as per British Council procedures and Customer Management framework.
The role is to provide first point of contact for registration/enquiry resolution for the range of British Council services. Channels for customer interaction will be face-to-face at our centres, via telephone and online through social media platforms and web chat. The postholder is responsible for converting enquiries into sakes and recording enquiries using relevant tools/systems, gathering/sharing customer insight and collecting fees/reconciling income.
Main Accountabilities:
Business Delivery
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 register for an Exam or attend an event.
To create CRM accounts/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 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
Sales
To meet or exceed sales targets (new and existing students) and KPIs
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 Exam’s candidates to improve sales conversions
To contact leads generated from various campaigns and login opportunities to increase sales conversion.
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 and CRM.
- 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 Customer effort assessment surveys on quarterly basis.
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, Events, Webinars, UK Virtual fair, Evening Receptions and Offsite Branch Promotions for example. You may also be required to perform other duties as directed by Line Manager.
Further Information
- Number of positions: 1
- Employment Type: FTC – 2 Years
- Location: Nepal
- Grade: J
- Deadline to receive applications: 22nd of November 2023 (23:59 IST)
Please note that all applications should be submitted in English only.
It is advisable to apply in advance to avoid any technical issues at the last moment.
Any queries please reach out to Astha Srivastava – Senior Executive- Recruitment MENA and South Asia (astha.srivastava@britishcouncil.org)
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 askhr@britishcouncil.org
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.