Customer Service Assistant

hace 2 semanas

Santiago de Chile British Council A tiempo completo

Customer Service Assistant

**Date**:3 May 2024

**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**: $879.346 CLP (salario bruto)
**Contract Type**: Indefinite Contract
**Location**: Santiago

**Closing Date**: advert will close on **Wednesday, May 15, 2024 at 23:59 Colombia time**.

**Role Purpose**

This position entails providing administrative support to the Customer Service Team, Exams, and Teaching Centre to ensure the delivery of high level services to both internal and external clients. Our aim is to uphold global customer service standards of excellence while assisting the team in achieving robust registration outcomes, thus aiding the British Council in meeting its financial goals.

Moreover, the role involves actively engaging with potential customers to stimulate their interest in purchasing Exam or English Language courses. This will be accomplished by scheduling placement tests, consultations, and trial/demo lessons.

**Main accountabilities but not limited to the following**
- Answer incoming calls/chats for all British Council services according to KPIs following British Council standards and service strategies.
- 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.
- 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.
- Acquire and always maintain an excellent level of product knowledge by attending product training and observing classes, as well as knowledge of pricing, discounts and offers. Systems and record keeping.
- Be proficient in using relevant systems, such as call centre system, CRM, student registration system and other online booking systems.
- 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.
- As part of the wider Sales and Customer Management team serving both new and existing customers, you will be required to support and assist your colleagues from time to time in tasks that ensure the smooth running of the Centre. This might include participation in Open Days, Parent Events, Seminars, Evening Receptions and Offsite Branch Promotions for example. You may also be required to perform other duties as directed by Line Manager.

**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 A2 - B1).
- Good written and oral communication skills in Spanish (CEFR C1).

**Additional information**
- Working pattern is Tuesday to Saturday and location could be in 2 different sites (a school or a Univesity, both in Santiago). Working schedule is 10.30 am to 7.30 pm. from Monday to Friday, and 8.30 to 5.30 on Saturdays.

**Note**: you are welcome to upload your supporting statement in English, Spanish or Portuguese, whichever you prefer; however, if invited to interview, this may include some questions in English and with an interview panel. English

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