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Customer Service Assistant

hace 4 semanas

Santiago de Chile British Council A tiempo completo

Customer Service Assistant

**Date**:29 Aug 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
**Tuesday, September 5, 2023 at 23:59 Colombia time.**

**Role Purpose**

This role will provide administrative support to the Customer Service Team, Exams and Teaching Centre in delivering high-quality services to internal and external customers. This will be achieved by adhering to global customer services standards of excellence and supporting the team to secure strong registration results to enable the British Council to meet financial targets.

It will also generate and raise the interest level of prospective customers to purchase an Exam or English Language course by booking them placement tests and/or consultations/trial and demo lessons.

**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.
- 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.
- 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.
- Good written and oral communication skills in English (CEFR B1) - Desirable
- Desirable_
- Tele-sales experience
- Education sector experience
- Knowledge of CRM

**Note**: you are welcome to upload your supporting statement in English or Spanish, whichever you prefer; however, if invited to interview, this will be fully in English and with an interview panel. English proficiency may be assessed before inviting for interviews.

A connected and trusted UK in a more connected and trusted world.

**Equality, Diversity, and Inclusion (EDI) Statement**

The British Council is committed to policies and practices of equality, diversity and inclusion across everything we do. We support all staff to make sure their behaviour is consistent with this commitment. We want to address under representation and encourage applicants from under-represented groups, in particular, but not exclusively, on grounds of ethnicity and disability. All disabled applicants who meet the essential criteria are guaranteed an interview and we have Disability Confident Employer Status. We welcome discussions about specific requirements or adjustments to enable participation and engagement in our work and activities.

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.

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