Role context :

• 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.

Function Overview :

• British Council priorities - MENA Our vision is to help young people change their lives.
• Inspiring hope. Connecting with opportunity. MENA’s enormous youth population presents both a significant opportunity and challenge.
• Many young people have limited prospects and trust in the systems that rule them which is leading to a breakdown in social cohesion and stability.
• There is also mistrust between many in the UK and the Arab World. But, equally, harnessing the youth dividend is the future of the region. By 2022, we aim to work mutually with 1 in 4 young women and men in the region who engage with and benefit from the UK’s culture and education.
• This cultural relations approach will help provide inclusive access to economic possibilities, social participation, and to spaces for creative expression, collective and diverse identities and shared heritage.
• It will build long-term relationships based on the reciprocal exchange of knowledge and ideas, helping a new generation seize opportunities, giving them a fair chance, a chance to be heard, a chance to make a difference.

Main Accountabilities :

• 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.

Role specific skills :

• Good communication skills and proven ability to build rapport with customers

Equality Statement :

• Valuing diversity is essential to the British Council’s work.
• We aim to abide by and promote equality legislation by following both the letter and the spirit of it to try and 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.

Child Protection :

• The British Council is a full member of Keeping Children Safe (KCS) and has achieved level 1 child safe certification.
• We believe that all children have the right to be protected from all forms of abuse as set out in article 19, UNCRC, 1989 and that every child matters - everywhere in the world. In line with the British Council's Child Protection policy, any appointment is contingent on thorough checks including criminal record checks, in line with legal requirements.

• Lieu de travail Maroc| Casablanca, Maroc
• Date d'expiration 25 Mai
• Niveau de poste Débutant / Junior| Confirmé / Expérimenté| Jeune diplômé
• Secteur d'activité Services
• Nombre de postes 01