Customer Services and Sales Officer | British Council
Position: Customer Services and Sales Officer
Responsibilities & Context
Role Purpose & Accountabilities:
We are seeking a dedicated Customer Service and Sales Representative to join our team. In this role, you will provide enquiry and registration services for our full range of offerings, aiming to achieve income and conversion targets. You will work closely with business teams to resolve customer enquiries on the first contact, ensuring an engaging and friendly experience at our physical centres, on social media platforms, and through web chat.
Your primary responsibility will be to manage customer interactions, welcoming all visitors in a professional manner while addressing enquiries received via various channels. You will provide accurate information and promotional materials about our services, guiding customers through the registration process and striving to resolve issues promptly. Building rapport with prospects to understand their needs will be essential, as will promoting self-access solutions and contributing to customer service indicators.
You will also be responsible for recording enquiries and managing financial transactions accurately, ensuring compliance with our guidelines and quality standards. Your role will involve actively engaging with customers to cross-sell and upsell British Council products, conducting consultations to convert enquiries into sales, and tracking conversion rates to inform sales strategies.
Maintaining an excellent level of product knowledge is crucial, as is the flexibility to rotate between various workstations. You will handle first-level complaints, escalate serious issues as necessary, and support team continuity during busy periods. Your attention to detail will ensure accurate data management and compliance with financial procedures
Role specific skills, knowledge and experience:
- Language Proficiency: English at Proficiency Level B2; Good written and oral communication skills in Bengali
- Education: Bachelor’s degree
- 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 results-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
Further Information
Right to work: As we cannot sponsor work passes, applicants must already have the right to live and work in Bangladesh.
Workplace type: 100% onsite work in Dhaka branches
Work Shift: Working hours will be on a shift rotation during branch operation hours. Weekly working rota of 5 days may include weekend.
A connected and trusted UK in a more connected and trusted world.
Equality, Diversity and Inclusion Statement
We are committed to equality, diversity and inclusion and welcome applications from all sections of the community as we believe that a diverse workforce gives added depth to our work. The British Council is a Disability Confident Employer. The Disability Confident scheme helps challenge attitudes, increase understanding of disability and ensure staff are drawn from the widest possible pool of talent. We guarantee an interview for disabled applicants who meet the minimum role requirements. We welcome discussions about specific requirements or adjustments to enable participation and engagement in our work and activities.
Safeguarding Statement
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 in line with legal requirements and with the British Council’s Safeguarding policies for Adults and Children.
If you experience any difficulties with submitting your application, please email [email protected]