Website British Council
Customer Services Executive
Location: Lainchaur, South Asia, NP
Company: British Council
The British Council builds connections, understanding and trust between people in the UK and other countries through arts and culture, education and the English language. We work in two ways – directly with individuals to transform their lives, and with governments and partners to make a bigger difference for the longer term, creating benefit for millions of people all over the world. We help young people to gain the skills, confidence and connections they are looking for to realise their potential and to participate in strong and inclusive communities. We support them to learn English, to get a high-quality education and to gain internationally recognised qualifications. Our work in arts and culture stimulates creative expression and exchange and nurtures creative enterprise. We connect the best of the UK with the world and the best of the world with the UK. These connections lead to an understanding of each other’s strengths and of the challenges and values that we share. This builds trust between people in the UK and other nations which endures even when official relations may be strained. We work on the ground in more than 100 countries. In 2019-20 we connected with 80 million people directly and with 791 million overall, including online and through our broadcasts and publications.
Customer Service Executive, CS
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 Global Customer Management standards and perform as per the Key performance indicators and Exams standards.
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 sales. He / She will also record enquiries using relevant tools/systems, gathering/sharing customer insight and collecting fees/reconciling income.
Main opportunities and challenges for this role:
- Successful resolution of enquiries within defined timelines and to SLA standards
- Responsible for service delivery across channels as per Global Customer Management Key performance indicators and brand guidelines
- Highlight risks to service or reputation to the functional lead/business team
- Maintain up-to-date knowledge of full range of services provided by the British Council and contribute to achievement of business targets
- Work closely with Marketing and Operations teams to streamline customer journey of exams candidates
- Support internal/external events as required by country operations
- Able to meet customer needs in Nepali and English language
- Professional confidence and solution orientation
- Drive Sales conversions and contribute to income initiatives
Main accountabilities, not limited to the following:
1. 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
- Guide candidates for post-test support services available. He/ she will play key role in encouraging self-access as appropriate.
- 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
3. Registration & Financial Compliance: In line with the regional cash handling policy Customer Services Executive 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
4. 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.
5. 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.
6. 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.
Role specific knowledge and experience:
You should bring along:
- Legal right to work in Nepal
- Competency in written and spoken English: Proficiency in Nepali
- Graduate Degree or relevant qualification
- Some relevant work experience in a customer focused environment or equivalent vocational training. Experience of multi-national or hospitality/ international work environment would be desirable
- Good written and oral language skills.
- Familiarity with the departmental procedures, policies, guidelines, and SLAs.
- Knowledge of a range of standard computer software (e.g., Microsoft Office suite)
- Knowledge of British Council products and services would be desirable
- Sales / Telesales experience
- Cash handling experience
Pay band: PBJ Local contract
Department: Customer Service, Nepal
Contract type: Full Time
Duration: Fixed Term- 2 years with possibility of extension
Closing date: 31 October 2021
To be considered for this job, you must already have the right to live and work in Kathmandu. Please be aware that for this role, we are not able to sponsor working visa.
A connected and trusted UK in a more connected and trusted world.
The British Council is committed to a policy of equality and to valuing diversity and is keen to reflect the diversity of the societies in which we work at every level within the organisation. We welcome applications from all sections of the community. We aim to abide by and promote equality legislation by following both the letter and the spirit of it to avoid unjustified discrimination, recognising discrimination as a barrier to equality of opportunity, inclusion and human rights. All staff worldwide are required to ensure their behaviour is consistent with our policies.
The British Council has Disability Confident Employer Status. We offer a guaranteed interview scheme for disabled applicants who meet the essential criteria for the role. Applicants are encouraged to highlight any specific requirements or adjustments needed to enable participation in the recruitment process.
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 email@example.com
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.