Customer Service and Sales Officer- Senegal Dakar 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
To contribute to the smooth running of the British Councils customer service operations in Senegal by delivering high quality customer service and sales targets in line with corporate standards and policies. The post holder will be the main point of contact providing information on British Council services, counselling customers to ensure they make the right decisions regarding products and services and ensuring enquiries are converted into sales.
Main opportunities and challenges for this role: The ideal candidate will work as part of a two-to-three-person team to provide service for a 7-day a week operation, including weekends, mornings and late afternoons. This team works to ensure that all British Council customers, partners, clients and contacts enjoy a consistent and positive experience across all channels of contact. the Customer Service sales officer in Senegals focus will involve a sales-oriented approach and the implementation of new customer management business processes and structures. Having robust customer data, acting on feedback from customers and delivering exceptional customer service are core elements of our marketing strategy. The Customer Service and sales officer therefore makes a significant contribution to our marketing efforts, not least through digital marketing. In terms of opportunities, there is potential to grow our young learner business and this will be an area of focus for business development this year. You will ensure that the Global Customer Management Strategy is implemented in Senegal and achieves its objectives of increasing operational efficiencies, supporting the Strategic Business Units (SBUs) to achieve partnership and revenue goals
Main accountabilities but not limited to the following: The post-holder will be the main point of contact for visitors, providing information about our services, counselling customers to ensure they make the right decisions regarding products and services and ensure enquiries are converted into sales. You will handle first-level enquiries received in person, by email or telephone on relevant aspects of the British Councils 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 work alongside marketing and business streams to increase income, deliver best in class customer experience to 15K plus customers and prospects and make them advocates of the British Council and provide a consistent and positive customer experience in line with the global Customer Service Strategy and relevant corporate standards and polices. You will also contribute to teams sales targets and be accountable for agreed individual targets. You will Support delivery of high quality, up to date training for young learners and adults and ensure that at all times, interactions are as per Teaching Centre standards and Corporate Child Protection and Safeguarding policies. Manage social media inquiries and complaints in an effective and brand-appropriate manner to create in order to create better customer experience. Contribute directly to customer service indicators such as customer feedback, mystery shopping and customer effort assessment scores for the Exams centre 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
Role specific knowledge and experience: At least two years working in a reputable customer service environment with proven positive track record Proven track record in sales development and account management environment with proven positive track record Effective communication and engagement with children and their families
Pay band: 4
Contract type: Fixed Term- Two Years
Alternative locations the role could be based: Dakar, Senegal
The successful candidate will need to possess the following requirements: English Language Proficiency Level minimum B2, written and spoken French Proficiency minimum B2, written and spoken. Diploma
Desirable requirements Proficiency in Wolof University Degree Customer Service Qualification
Closing Date 30 May 2021 applications will close 23:59 Nigeria Time
Additional Information: Role holder must have existing rights to live and work in the country the role is based.
A connected and trusted UK in a more connected and trusted world.
The British Council is committed to a policy of equality and to valuing diversity and is keen to reflect the diversity of the societies in which we work at every level within the organisation. We welcome applications from all sections of the community. We aim to abide by and promote equality legislation by following both the letter and the spirit of it to avoid unjustified discrimination, recognising discrimination as a barrier to equality of opportunity, inclusion and human rights. All staff worldwide are required to ensure their behaviour is consistent with our policies.
The British Council has Disability Confident Employer Status. We offer a guaranteed interview scheme for disabled applicants who meet the essential criteria for the role. Applicants are encouraged to highlight any specific requirements or adjustments needed to enable participation in the recruitment process.
The British Council is committed to safeguarding children, young people and adults who we work with.
We believe that all children and adults everywhere in the world deserve to live in safe environments and have the right to be protected from all forms of abuse, maltreatment and exploitation as set out in article 19, UNCRC (United Nations Convention on the Rights of the Child) 1989.
Appointment to positions where there is direct involvement with vulnerable groups will be dependent on thorough checks being completed; these will include qualification checks, reference checks, identity & criminal record checks in line with legal requirements and with the British Councils Safeguarding policies for Adults and Children.
Please note: Applications to this role can only be considered when made through the Apply section of our careers website. Our ASK HR email is only to be used in case of a technical issue encountered when applying through the careers website. Emails with supporting statements and CV/Resumes sent to this email address will not be reviewed and will be deleted Dakar Senegal
Customer Service and Sales Officer- Senegal Dakar British Council Dakar