Customer Experience Assistant

hace 3 semanas


Bogota, Colombia British Council A tiempo completo

Customer Experience Assistant

**Date**:17-Feb-2023

**Location**: Bogota, Americas, CO

**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.

**Pay Band and salary**: J/2 - $1.910.000
**Contract Type**: Indefinite
**Location**: Bogota

**Closing Date**: advert will close on
**Monday February 27, 2023 at 23:59 Colombia time**.

**Role Purpose**

This role provides potential and existing customers with exceptional services. He/she identify customer needs, respond to customer queries, and collaborate with internal departments to optimize customer services and brand awareness. 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.
- Make outbound calls to existing students to improve re-registration rates.
- 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
- Follow up reservations and help to the percentage of non-converted reservations be minimum.
- 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.
- Offer a one-stop solution or escalate enquiries or complaints to the right person, team or department for their timely follow-up with customers.
- Be proficient in using relevant systems, such as call centre system, CRM, student registration system and other online booking systems.
- Meet or exceed sales targets (new and existing students), KPIs and objectives.
- 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.
- 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 with proven positive track record
- Technical, Technological or Professional Degree
- Good written and oral communication skills in English (CEFR B1)
- Good written and oral communication skills in Spanish (CEFR C1)

**Additional information**
- Working pattern on rotating shifts (Monday to Friday from 6.30 am to 1.30 pm, or 1.00 pm to 8.00 pm, or 9.00 am to 5 pm; Saturdays from 7.30 am to 2.30 pm).

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



  • Bogota, Colombia Chubb INA Holdings Inc. A tiempo completo

    Job Requirements Key Responsibilities - Understand the Customer Experience metrics and other relevant KPIs related to customer interactions and monitor the evolution of the indicators in the Region and per countries. - Built Customer Experience reports, ensuring their quality, consistency, accuracy, and timeliness. - Generate value analysis to identify pain...


  • Bogota, Colombia Outwork Staffing A tiempo completo

    **Schedule**: US Time Zone **Location**: Fully Remote (LatAm) **Salary**: 1500- 2000 USD/month Are you a skilled communicator with a passion for providing exceptional customer service? We are seeking a Virtual Assistant to join our premier dry cleaning and laundry service team in Austin, Texas. With two distinct brands focusing on dry cleaning and laundry...


  • Bogota, Colombia ProcesosBilingues A tiempo completo

    **Join our team as a Customer Management and Marketing Assistant!** We are seeking a proactive professional with exceptional communication and organizational skills to handle multiple responsibilities simultaneously. **Requirements**: - English language: Advanced or native level preferred for effective communication with clients and collaborators. -...

  • 03-operation Assistant

    hace 3 semanas


    Bogota, Colombia Career Shepherd A tiempo completo

    _**_Please submit your CV in English._ **Position**: LatAm Operations Assistant **Working Hours**: Monday to Friday, 9AM-5PM ET **Salary Range** : 900 - 1300 USD **Holiday** : Local Public Holidays off **Duties and Responsibilities**: - **Group Coordination**_ - Be detail and process oriented - Master at written communication to help people with their...


  • Bogota, Colombia Pacifica Continental A tiempo completo

    **Purpose**: The Customer Experience Manager is the project manager for the lease-up process; organizing, planning, monitoring, and driving the cross-functional teams to ensure optimized interaction between the Company and its customers. **Functions**: - Actively partners with partners with Sales Managers, Legal, Asset Management, Operations, and...

  • Customer Insights

    hace 3 semanas


    Bogota, Colombia Johnson & Johnson A tiempo completo

    General Resume The Customer Insights & Experience analyst plays a crucial role in gathering, analyzing, and delivering strategic information about customer behavior and preferences. Using advanced analytical tools and research techniques, this role identifies key trends, patterns, and opportunities to continuously enhance the customer experience....

  • Remote Customer Service

    hace 3 semanas


    Bogota, Colombia Custom Doors, Inc A tiempo completo

    Custom Doors is hiring a Customer Service & Sales Assistant Representative to work remotely with our team in Miami. Essential duties and responsibilities include the following: 2. Following up with customers to check that they received the quotes or products. 3. Notify management of any customer concerns and attempt a resolution. 4. Maintain customer...

  • Customer Experience

    hace 3 semanas


    Bogota, Colombia Directa24 A tiempo completo

    Eron International is the main provider of expert services to the financial and technological industry, serving worldwide brands whilst re-defining the Fintech sector. We are an extensive and capable company, recognized for the differential value we bring to empower our clients and their customers. Join Our Team as a Cx - Customer Experience! **Key...


  • Bogota, Colombia Lerma SAS A tiempo completo

    Lentesplus es el líder regional en Salud Visual Omnicanal en Latinoamérica con presencia en Brasil, Argentina, Chile, México y Colombia, tenemos como objetivo principal democratizar el acceso a la salud visual en toda la región. Nos encontramos en búsqueda de **CUSTOMER EXPERIENCE AGENT.** **Responsabilidades**: - Comunicarse con los clientes por los...


  • Bogota, Colombia Emapta A tiempo completo

    **Job Information**: Job Family **Back Office*** Work Arrangement **Onsite*** City **Usaquen*** State/Province **Distrito Capital de Bogotá*** Country **Colombia*** **Join Emapta in Outsourcing Excellence!** Elevate your career in the outsourcing industry with our enticing opportunity for a **Customer Experience Manager**. Experience a fulfilling...

  • Assistant Administrative

    hace 3 semanas


    Bogota, Colombia Rockwell Automation A tiempo completo

    Rockwell Automation is a global technology leader focused on helping the world’s manufacturers be more productive, sustainable, and agile. With more than 25,000 employees who make the world better every day, we know we have something special. Behind our customers - amazing companies that help feed the world, provide life-saving medicine on a global scale,...


  • Bogota, Colombia Spreetail A tiempo completo

    We’re looking for a Customer Experience Lead to provide coaching and development for our CES team, drive effective decision-making and ensure accountability across range of activities and processes. Our goal is to continue building a world-class customer experience across more than 10 marketplace channels that Spreetail partners with. We are committed to...


  • Bogota, Colombia Hire Latam LLC A tiempo completo

    **Position**: Vacation Rental Customer Support Assistant (100%Remote) We are looking to hire a highly motivated remote worker to be part of a growing vacation rental property management company located in the United States. The position is considered full-time at 40 hours a week. **Responsibilities**: - Resolve guest inquiries and resolve them in...


  • Bogota, Colombia Solvo Global S.A.S A tiempo completo

    **Legal Assistant with Experience in Injuries** **On-Site**:Medellín, Barranquilla, Bogotá. In this role, you will play a crucial role in facilitating clients' cases, guiding them through negotiations to reach final settlements with our attorneys. Your contributions are critical to streamlining the process and ensuring that clients receive their...


  • Bogota, Colombia Directa24 A tiempo completo

    **Job title: Customer Support Assistant** **D24** is a payment processing company whose goal is to supply payment solutions in LATAM, APAC & EMEA. We enable companies from all over the world to sell their products and/or services online to end consumers who wish to pay with local payment methods. We act as a payment service provider for multinational...

  • Technical Assistant

    hace 2 meses


    Bogota, Colombia Agfa A tiempo completo

    Agfa HealthCare, is a division of the Agfa-Gevaert Group which is headquartered in Mortsel, Belgium and traded on Euronext Brussels (AGFB). **Technical Assistant Service - Distpatching - Digital Printing Chemicals** This position performs technical assistant service and support day-to day business on Agfa Inkjet products to customers and internal staff....

  • Administrative Assistant

    hace 2 semanas


    Bogota, Colombia All Languages Ltd A tiempo completo

    **Administrative Assistant** Full-time, Monday to Friday, 8:00 a.m. to 4:30 p.m. EST Remote Position **About All Languages Ltd** All Languages is an Interpreting and Translation services provider, in business since 1971. We are located in Toronto, Canada and work with clients and vendors around the world. We are focused on customer satisfaction, and use...


  • Bogota, Colombia British Council A tiempo completo

    Customer Services Assistant **Date**:24 Apr 2024 **Location**: Bogota, Americas, CO **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...

  • Virtual Assistant

    hace 7 días


    Bogota, Colombia ProcesosBilingues A tiempo completo

    **Join Our Team: Virtual Assistant Opportunity!** We're currently seeking a virtual assistant to join our team. If you're fluent in Spanish and English, proficient with computers, have basic knowledge of Excel, and possess traits such as responsibility, organization, punctuality, and excellent customer service skills, then this might be the perfect...


  • Bogota, Colombia JLL A tiempo completo

    JLL supports the Whole You, personally and professionally. **Benefits to eligible employees, include**: Medical and life insurance for you. Annual Performance Bonus. Online platform with +15.000 certified courses available for your professional development. Wellbeing platform for employees with personalized programs (yoga, meditation, exercise, meal...