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Customer Service and Sales Officer

Published on 24.06.2022

Company

Website : https://www.britishcouncil.org/
Industries :
Education, training
Job ads : See our Job Ads
We build connections, understanding and trust between people in the UK and other countries through arts and culture, education and the English... read more

Job Ad & Profile Description

Position : Customer Service and Sales Officer

Company: British Council

The British Council builds connections, understanding and trust between people in the UK and other countries through arts and culture, education and the English language. We work in two ways – directly with individuals to transform their lives, and with governments and partners to make a bigger difference for the longer term, creating benefit for millions of people all over the world. We help young people to gain the skills, confidence and connections they are looking for to realise their potential and to participate in strong and inclusive communities. We support them to learn English, to get a high-quality education and to gain internationally recognised qualifications. Our work in arts and culture stimulates creative expression and exchange and nurtures creative enterprise. We connect the best of the UK with the world and the best of the world with the UK. These connections lead to an understanding of each other's strengths and of the challenges and values that we share. This builds trust between people in the UK and other nations which endures even when official relations may be strained. We work on the ground in more than 100 countries. In 2019-20 we connected with 80 million people directly and with 791 million overall, including online and through our broadcasts and publications.

 

Customer Service And Sales Officer, Ghana

 

Role Context

  • The Customer Service Officer role falls under the Customer Management function whose mission is to create advocates and win and retain customers by supporting, coaching, and partnering with them across their journey with the British Council.
  • This work is very crucial in sustaining our commercial businesses – specifically, the English and Exams business, and our overarching cultural relations mission.

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 Ghana by delivering high-quality customer service and sales targets in line with corporate standards and policies.

Main accountabilities but not limited to the following:

  • The post-holder will provide a consistent and positive customer experience in line with the British Council’s Customer Service Strategy and relevant corporate standards and polices
  • Handle first-level enquiries received in person, by email or telephone on relevant aspects of the British Council’s activities / products, in a friendly and professional manner, in line with Customer Service standards, and forward all 2nd level enquiries to relevant colleagues, ensuring they are attended to within specified timelines
  • You will build rapport with prospective customers to gain understanding and information to respond to their specific needs and requirements
  • You will also be the single point of contact for assigned opportunities, guiding them through the journey from first enquiry to final sale
  • In addition, you will maintain efficient and up to date scheduling of rooms for both internal and external customers.
  • And supervise the use of all digital systems related to facilities booking.
  • Ensure a courteous and efficient first point of contact for external customers visiting the office/country with customer expectations exceeded.
  • 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 desks and by issuing receipts for all income received, reconciliation and, processing refunds. Cash desks must be balanced and closed accurately with actual received income
     

 

     
     

    Required profile for job ad : Customer Service and Sales Officer

    Role specific knowledge and experience:

    • Higher Diploma and/or equivalent professional experience
    • Comprehensive, proven experience as a customer service and sales executive
    • Thorough understanding of marketing and negotiating techniques.
    • Fast learner and passion for customer service and sales
    • Self-motivated with a results-driven approach

    Desirable requirements

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

    Further Information

    • Pay band: 4
    • Salary: GHS3,594.00 per month
    • Contract type: Indefinite Terms
    • Location: Ghana

    Additional Information: 

    • Essential Requirements- Rights to live and work in the country the role is based in.
    • Closing Date – 19 June 2022 applications will close 23:59 Nigeria Time
    • Postholder may be required to work some Saturdays.
    Job criteria for job ad : Customer Service and Sales Officer
    Job category :
    Sales
    Industries :
    Education, training
    Employment type :
    Fixed-term contract
    Region :
    Ashanti - Brong Ahafo - Central - Eastern - Greater Accra - Northern - Upper East - Upper West - Volta - Western
    Experience level :
    2 to 5 years
    Educational level :
    Bachelor
    Number of Position(s) : 1

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