Customer Services Assistant

British Council

  • Bogotá DC
  • $ 2.400.000 mensuales
  • Permanente
  • Tiempo completo
  • Hace 11 días
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: BogotaRight to Work Requirements: Right to Work in Colombia. The British Council is not able to support or sponsor work visa applications.Closing Date: advert will close on Wednesday, May 8, 2024 at 23:59 Colombia time.Role PurposeThis 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.You'll thrive in a collaborative team environment, contributing to meeting sales targets for new and existing students/candidates, hitting Key Performance Indicators (KPIs), and aiding the Teaching Centre and Exams teams in reaching their yearly business targets and objectives.Main accountabilities but not limited to the following
  • Answer incoming calls/chats and email requests for all British Council services according to Call Centre KPIs following British Council standards and service strategies e.g. call greeting, call handling, and call closing
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 eventCRM records should be updated regularly so that there is a complete history of customer actions/communications and sales performance can be monitoredRespond to all customer enquiries - inbound and outbound calls, emails and social media - with accurate and appropriate information, and contribute positively to Customer Effort and Net Promoter scoresFollow up with existing students by phone and in person to understand their satisfaction levels and develop action plans to help improve their experiencesDeliver F2F information to each student when they approach the customer service area or when the operation requires class visitsMeet or exceed sales targets (new and existing students), KPIs and objectivesAdminister 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 saleRegister or promote and cross-sell relevant British Council services and products to ensure excellent sales resultsAcquire and always maintain an excellent level of product knowledge by attending product training and observing classes, as well as knowledge of pricing, discounts and offersAssure accurate income collection, issuance of receipts and on British Council systems and alternative payment portalsWork 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 objectivesFull engagement with the performance management programmeAs 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 ManagerRequirements 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 B1)
  • Good written and oral communication skills in Spanish (CEFR C1)
Additional information
  • Working pattern on rotating shifts (Monday to Friday from 6.30 am to 3.30 pm, or 11.00 am to 8.00 pm, or 9.00 am to 6 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) StatementThe 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 emailPlease 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.

British Council