Customer Service Assistant

Customer Service Assistant

**Date**:24 Sep 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
**Closing Date**: advert will close on **Sunday, October 6, 2024 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. 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.

**Main accountabilities but not limited to the following**
- Answer incoming calls/chats for all British Council services according to KPIs following British Council standards and service strategies
- Generate and/or raise the interest level of customers with the intention of inviting them to take a placement test or consultation, register or attend an event.
- 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.
- Follow up with customers to remind them of their consultation appointment, placement test booking, exam registration and/or event registration prior to the date of the activities.
- 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.
- Register or promote and cross sell relevant British Council services and products to secure excellent sales results.
- 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.
- Make outbound calls to prospective and existing sales conversions.
- 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. Systems and record keeping.
- Be proficient in using relevant systems, such as call centre system, CRM, student registration system and other online booking systems.
- Maintain and update all databases and statistics and reports in a timely and accurate manner.
- 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-related areas.
- Written and oral communication skills in English (CEFR B1 or B2).
- Good written and oral communication skills in Spanish (CEFR C1).
- Technical, Technological or Professional Degree.
- Customer Service and sales related qualifications.

**Additional Information**
- Role is required to work on site.
- Work schedule is: Mondays from 8.00 am to 1.00 pm; Tuesday to Friday from 9.00 am to 5.30 pm; and Saturdays from 8.00 am to 4.00 pm.

**Note**: you are welcome to upload your supporting statement in English or Spanish, whichever you prefer; however, if invited to interview, this will include questions in English and it will be 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 req