Customer Service and Sales Officer

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.

Customer Service and Sales Officer – Ethiopia

Role Purpose

The overall objective of a Customer Services and Sales Officer is to ensure the smooth running of the British Council’s Exams and Customer Services operations in Ethiopia by delivering high-quality customer service and sales targets in line with corporate standards and policies.

The post holder will act as British Council’s ambassador to provide a seamless customer experience to all relevant stakeholders, handle enquiries about British Council Exams Services and meet agreed targets, objectives, and Key Performance Indicators (KPIs).

Main accountabilities but not limited to the following: 

Customer service delivery

• Provide a consistent and positive customer experience in line with the Global Customer Service Strategy and relevant corporate standards and polices
• Handle first-level enquiries received in person, via email, social media, chat or telephone on relevant aspects of the British Council’s activities / products, in a friendly and professional manner
• Deliver accurate information to customers and manage their expectations to ensure a smooth customer journey
• Carry out all reception and registration duties in line with relevant corporate standards and policies. All physical spaces accessible to customers should reflect the British Council brand
• As the frontline of the British Council, to ensure that dress sense and tone of voice is representative of the organisational brand values and standards
• Ensure that all interactions are as per Exams and Teaching Centre standards and Corporate Child protection and Safe-Guarding policies

Sales

• Build rapport with prospective customers to gain understanding and information to respond to their specific needs and requirements
• Be the single point of contact for assigned opportunities, guiding them through the journey from first enquiry to final sale
• Closely monitor and track conversion rates and achieve daily and monthly targets defined at centre level. Strive to improve conversion rate by keeping abreast of all changes to offering, observing classes , sharing  insight with business teams regarding reasons for drop off and  handling objections effectively
• Maximise opportunities for cross-selling and up-selling
• Proactively follow up customers who do not register after enquiry / consultation and gather information which can be used for future marketing purposes and/or service improvements

Support to Exams

• Support the delivery of examination services / products through leading on contact, registration and pay and post-test activities to defined quality standards, in order to meet customer needs and support the delivery of the in-country Examinations Business Development Plan
• Collect and report money collected from customers for exam services daily according to FCCF and audit requirements, through cash journals and by issuing receipts for all income received; reconciliation and, processing transfers and refunds. Cash desks must be balanced and closed accurately with actual received income
• Coordinate with other Exams team members on an ongoing basis to ensure a seamless customer journey. This includes timely escalation of unresolved complaints to the concerned teams
• Any other administrative duties that may be assigned by Management which may include but are not limited to creating POs, counting cash, sending SMS and email communications to customers, processing bank transfers, etc.

Role specific knowledge and experience:

• Comprehensive, proven experience​ as a customer service and sales executive
• Thorough understanding of marketing and negotiating techniques​.
• Fast learner and passion for ccustomer service and sales​.
• Self-motivated with a results-driven approach​

Minimum requirements:

• Higher Diploma and/or equivalent professional experience

Desirable:

• Customer Service Professional Qualification
• Relevant qualification or training undertaken in Sales.
• Marketing and Communications experience.
• Hands-on experience with CRM software is a plus​

Further Information

• Pay Band – BRC-4-H
• Remuneration: ETB 38,924.00 per month plus benefits
• Contract Type – Two (2) Years Fixed Term Contract
• Department: Exams
• Location: Addis, Ethiopia
• Language requirements: English level B2
• Role holder must have existing rights to live and work in the country the role is based.
• The The Customer Service and Sales team operates six days a week with Saturdays and weekday evenings usually times of peak demand. Working schedules are subject to variations to account for activity patterns and will involve unsocial working hours (including late finishes and Saturday shifts)

Closing Date – 14 May 2024 applications will close 23:59 West Africa Time

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.

If you have any problems with your application please email askhr@britishcouncil.org

Please note: Applications to this role can only be considered when made through the Apply section of our careers website. Our ‘ASK HR’ email is only to be used in case of a technical issue encountered when applying through the careers website. Emails with supporting statements and CV/Resumes sent to this email address will not be reviewed and will be deleted.