Regional Customer Services Assistant and Data
hace 3 semanas
Regional Customer Services Assistant and Data Analysis
**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 will provide administrative support to the Customer Service Team, Exams and Teaching Centre in delivering high-quality services to internal and external customers. It will also manage and analyse the databases to share relevant information with Regional Sales Manager.
The main function of this role is to monitor through data analysis that the global strategy implemented is working and the teaching centre is achieving the proposed objectives. In addition, this position will provide excellent customer service to internal and external clients.
**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 interest level of customers with the intention of inviting them to take a placement test or consultation, register for an Exam or attend an event.
- 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.
- Report to marketing the numbers of our sales funnel according to the agreed dates for this.
- Weekly review with the regional sales manager, the process carried out by the sales team to identify opportunities for improvement and main objections.
- Update weekly the file of file region sales teams opportunities for each country of the region.
- Generate data analysis reports for the regional sales manager.
- 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.
- 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.
- 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, data analysis and related areas
- At least one year experience in data analysis
- 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 3.30 pm, or 11.00 am to 8.00 pm, or 9.00 am to 6 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-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 adjustm
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