Role purpose :

• To project a professional image of British Council and provide a high quality and integrated enquiry and consultancy service for all British Council’s 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

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.

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.

• Lieu de travail Maroc| Casablanca, Maroc
• Date d'expiration 28 Mai
• Niveau de poste Débutant / Junior| Jeune diplômé
• Secteur d'activité Services
• Nombre de postes 01