Customer Service Advisor

hace 3 semanas

Bogota, Colombia British Council A tiempo completo

Customer Service Advisor

**Date**:7 Jun 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 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**:$2.400.000 COP
**Contract Type**: Indefinite Contract
**Location**: Bogota

**Number of vacancies**:2

**Closing Date**: advert will close on **Sunday, June 23, 2024 at 23:59 Colombia time**.

**Role Purpose**

This role offers a unique experience to support the Customer Services Team and the Examinations and Learning Centre to deliver outstanding services to both potential and current customers. You'll identify their needs, address their questions, and team up with internal departments to enhance customer experiences and boost brand recognition. This will be achieved by sticking to top-tier global customer services standards and helping the team secure robust registration numbers, vital for meeting the British Council's financial targets. Moreover, you'll actively cultivate interest among potential customers, enticing them to consider purchasing an Exam or English Language course. This involves organising placement tests, consultations, and trial/demo lessons to showcase what we offer.

**Main accountabilities but not limited to the following**- Generate and/or raise the level of interest of new and existing customers with the intention of inviting them to take a level test or inquiry, sign up, re-register or attend an event-
- CRM records should be updated regularly so that there is a complete history of customer actions/communications and sales performance can be monitoredFollow up with existing students by phone and in person to understand their satisfaction levels and develop action plans to help improve their experiences-
- Deliver F2F information to each student when they approach the customer service area or when the operation requires class visits-
- 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 potential customers, guiding them through the journey from first inquiry to final sale-
- Register or promote and cross-sell relevant British Council services and products to ensure excellent sales results-
- 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 A2 - B1)
- Good written and oral communication skills in Spanish (CEFR C1)

**Additional information**
- Working pattern on rotating shifts (Monday to Friday from 8.00 am to 4.00 pm, or 11.00 am to 7.00 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 may include some questions 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 repr

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