Customer Services Officer

Role Purpose:

To provide enquiry and registration services for full range of British Council offers in a manner that he/ she achieves income and conversion targets. To work closely with business teams and aim to resolve customer enquiries in first contact. The post will play a key role in providing an engaging and friendly customer experience at our physical centres and on social media platforms and Web chat. Operate within clear guidelines, defined procedures and quality standards and is subject to close supervision.

The post holder collects and records information regarding enquiries as per the prescribed procedures and guidelines. The role is responsible for driving income and does so by converting enquiries into registrations, upselling and crossselling

Main accountabilities but not limited to the following:  

Customer Experience and Sales

• Welcome all customers and visitor in a friendly and professional manner, Answer, All first level enquiries received in person, by email, through call centre, social media and web in a friendly and professional manner
• The quality of customer interaction is proactive, customer friendly and compliant to British Council brand guidelines and Customer Service standards.
• Provide accurate information, promotional & registration material on all services offered by the British Council. Guide customers on the registration process and make all reasonable efforts to provide resolution at first contact.
• Build rapport with the prospect in order to find out the objectives, needs and requirements of the customer, and take their interest forward.
• Promote self-access solutions to customers and facilitate their journey by working flexibly as a floor walker.
• Contribute to customer service indicators like CSAT, customer feedback, net promoter score, customer effort assessment scores for the centre.
• All opportunities are recorded on CRM, databases and records, and information files are kept up to date in line with requirements outlined by Customer Services Manager.
• All feedback and customer comments are passed on to the shift in charge or line Manager within one working day and recorded in writing.
• Using the appropriate systems, to register and obtain payments from all customers, while adhering to the procedures in place. Effectively resolve and record customer enquiry, reason for contact and contact details on CRM or appropriate system.
• Handle first level complaints promptly and escalate serious and sensitive complaints in a timely manner

Business delivery:

• Acquire and maintain an excellent level of product knowledge at all times.
• As duty officer ensure that designated tasks for the relevant shifts are completed accurately.
• Specific projects and responsibilities given to each member of staff (eg: product leadership or information management) are carried out in line with objectives.
• Flexibility to rotate between work stations, i.e. Call centre, front of house/front desk, meet and greet, and integrated customer service desk.
• Flexibility to work extra hours during registration period in order to achieve the service level agreements on access and quality.
• Recording income accurately and managing end of day reconciliation
• Responding to more complex enquiries such as refunds and transfer postponements class credits etc in line with process agreed with the business team

Sales and Product Promotion:

• Cross sell and upsell British Council services to deepen the customer engagement with the British Council using a ‘’soft sell’’ approach.
• Handling consultations and turning enquiries into sales while achieving the defined conversion targets.
• Make outbound calls when required, to support customers dropping out at different stages of the customer journey.

Risk & Compliance

• Maintain and record data in a risk averse manner and capturing customer consent on the required system
• Accurately and promptly mange day end reconciliation - Responsible for balancing physical cash, card payments, cheques & direct bank transfers with the final day end reports.
• Familiarise on the Customer Service financial guide and ensure this is followed at all times.

Role specific knowledge and experience:

Minimum and essential

• At least 2-years of providing customer services (face to face, call centre) and/or sales experience preferably in the fast pacing services industry
• Good written and oral language skills.
• Familiarity with the departmental procedures, policies, guidelines, and SLAs.
• Thorough understanding of marketing and negotiating techniques
• Fast learner and passion for customer service and sales
• Self-motivated with a result- driven approach

Desirable

• Knowledge of British Council products and services
• Experience of multi-national or international work environment, education, or hospitality industry
• Customer Relationship Management System

Role Specific Skills

• Good written and oral language skills.
• excellent skills on a range of standard computer software (e.g., Microsoft Office, email)
• Self-motivated and target focused
• Resilience
• Strong communication skills – including both verbal and written
• The ability to influence and negotiate with others
• Commercial awareness
• Problem solving
• Numerical skills

Further Information:

Vacancy – 4

Location – Bangladesh (3 in Dhaka, 1 in Chattogram) 

Pay Band – 4 Contract Type – Indefinite contract - Local Requirements - Candidates must have the pre-existing right to live and work in Bangladesh.  Closing Date – Saturday, 13 May 2023.

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 adjustments to enable participation and engagement in our work and activities.

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 Council’s Safeguarding policies for Adults and Children.

If you have any problems with your application please email *****@britishcouncil.org

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.