Customer Service Assistant

hace 2 semanas

Santiago de Chile British Council A tiempo completo

Customer Service Assistant

**Date**:26 Jun 2023

**Location**: Santiago, Americas, CL

**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.

**Salary**: 795,112 CLP
**Contract Type**: Indefinite Contract
**Location**: Santiago de Chile

**Closing Date**: advert will close on
**Thursday, July 6, 2023 at 23:59 Colombia time.**

**Role Purpose**

Join our dynamic team and embark on an exciting administrative journey with the Customer Service Team, Exams, and Teaching Centre As an integral part of our dedicated team, you will play a crucial role in delivering exceptional services to both our valued internal and external customers. With a firm commitment to upholding global standards of customer service excellence, you will contribute to our team's efforts in achieving outstanding registration results. By ensuring meticulous attention to detail and unwavering dedication, you will empower the British Council to exceed its financial targets.

But that's not all Your role goes beyond administrative support - it holds the power to captivate and engage prospective customers, enticing them to experience our remarkable Exam and English Language courses. By expertly coordinating placement tests and arranging consultations or trial and demo lessons, you will ignite their curiosity, driving them towards the enriching experience that awaits them.

In this collaborative team environment, you will not only contribute to meeting the British Council's sales targets for both new and existing students, but also play a vital role in achieving our Key Performance Indicators (KPIs). By working closely with the Teaching Centre and Exams teams, you will help us conquer our annual business targets and objectives, propelling us towards greater success.

Join us in this transformative role, where your administrative prowess and passion for customer service will make a tangible impact. Be a part of our journey as we shape the future of education and provide unparalleled opportunities to learners worldwide.

**Main accountabilities but not limited to the following**
- Answer incoming calls/chats for all British Council services according to Call Centre KPIs following British Council standards and service strategies e.g. call greeting, call handling, and call closing.
- Generate and/or raise the interest level of customers with the intention of inviting them to take a placement test or consultation, register or attend an event.
- Create CRM accounts/leads/opportunities/cases immediately when an enquiry is received from a customer. CRM records must be updated regularly so that there is a complete history of actions/communications with the customer and sales performance can be monitored.
- Follow up with customers to remind them of their consultation appointment, placement test booking, exam registration and/or event registration prior to the date of the activities.
- Meet or exceed sales targets (new and existing students), KPIs and objectives.
- Administer placement tests and provide consultation services to students on British Council courses and be the Single Point of Contact (SPOC) for prospects, guiding them through the journey from first enquiry to final sale.
- Register or promote and cross sell relevant British Council services and products to secure excellent sales results.
- Carry out after sales follow up, reminding students to re-register for the next term and identifying reasons for not continuing with the British Council if required.
- Make outbound calls to prospective and existing sales conversions.
- Maintain and update all databases and statistics and reports in a timely and accurate manner.
- Assure accurate income collection, issuance of receipts and on British Council systems and alternative payment portals.
- Work closely with other team members within the wider SCM team to deliver excellent customer service experience to meet sales targets (new and existing students), KPIs and objectives.
- Full engagement with the performance management programme.

**Requirements of the role**
- Minimum of 2-year’s working experience in customer service-related areas.
- Technical, Technological or Professional Degree.
- Desirable written and oral communication skills in English (CEFR B1 or B2).
- Good written and oral communication skills in Spanish (CEFR C1)..

**Note**: you are welcome to upload your supporting statement in English or Spanish, w

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