Table of Contents
- Handle English Learning and Exams enquires according to agreed British Council standards to convert enquires into registrations.
- Create accounts, book students for consultations, courses and Exams on British Council Systems (e.g., TCMS, ORS, CRM)
- Share customer feedback and insight with CSM, Teaching Centre and Marketing
- Make evidence-based recommendations to improve sales conversion rates.
- Ensure agreed customer management and compliance processes are followed.
- Acquire and maintain an excellent level of product knowledge.
- Conduct Teaching Centre consultations
- Review learning plan and desires with customer and discuss key points according to CS standards.
- Conduct speaking assessment to evaluate customer’s final language level, considering their written sample and learning goals according to agreed assessment guidelines.
- Outline recommended study plan to suit customer’s needs.
- Advise customer on available courses using live system data.
- Register customer into desired course and take payment according to cash-handling policy.
- Complete post-consultation administration according to agreed guidelines.
- Follow up with customers ensuring the customer services excellence and building a strong relationship and rapport with them.
- Accountable for achieving Teaching Centre and Exam income targets.
- Customer Care
- Greet current prospective students, parents, Exams candidates and other customers in a warm, professional manner.
- Deal with ‘first level’ customer complaints and suggestions to agreed standards.
- Handle other enquiries (e.g., for Education and Arts events) according to agreed standards.
- Follow shift handover procedures in line with agreed system.
- Register exam candidates as per examinations board guidelines. Handle cash including fines, charges for services, membership charges according to corporate standards.
- Maintain the usage of the Exams logbook for collection of statements and certificates.
- Carry out daily reconciliations of cash collected before hand over to accountant.
- Assist at offsite events where Customer Service support is required.
- Ensure the front of house and consultation areas 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.
- Conduct outbound calls improving teaching centre and exams sales.
Language requirements (Skill to be tested)
- B2 level English (Minimum/essential)
- B2 level Arabic (Minimum/essential)
- Native Arabic speakers (Desirable)
- High School Certificate (Minimum/essential)
- University Degree (Desirable)
Role Specific Knowledge & Experience
- Experience in a sales-focused role (Minimum/essential)
- British Council product knowledge (Desirable)
- Experience working in academic or educational environment (Desirable)
- Communicating & Influencing (Level 2) – Displays good listening, writing and speaking skills, setting out logical arguments clearly and adapting language and form of communication to meet the needs of different people/audiences.
- Analysing data and problems (Level 1) – Able to break down problems into a list of tasks to be done and decide on appropriate action
- Using technology (Level 1) – Able, with adjustments, if necessary, to use office software and British Council systems to do the job and manage documents or processes.
- Planning & Organizing (Level 1) – Able to plan own work over short timescales for routine or familiar tasks and processes.
- British council values and behaviours are applicable across our organisation, in all roles and at all levels. They are important because they say what we stand for at the British Council and help us to deliver our strategy. We use them to guide our decision making, as well as guiding how we treat one another and the people we work with. These will be assessed in the selection process. Our values are: Open and Committed; Expert and Inclusive; Optimistic and Bold.
- The behaviours for each values pair can be found on our Intranet SharePoint site for internal staff and at our Careers portal for external applicants.
https://careers.britishcouncil.org/job/Mansooryah-Customer-Services-Advisor-NPW-Midd/1074046601/
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