British Council is looking for Customer Service and Sales Officer.
Location: Yaounde, Sub Saharan Africa, CM
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.
Customer Service and Sales Officer
Role Purpose
The overall objective of a Customer Services and Sales Officer is to ensure the smooth running of the British Council’s Exams and Customer Services operations in Cameroon by delivering high-quality customer service and sales targets in line with corporate standards and policies.
The post holder will act as British Council’s ambassador to provide a seamless customer experience to all relevant stakeholders, handle enquiries about British Council Exams Services and meet agreed targets, objectives, and Key Performance Indicators (KPIs).
Main accountabilities but not limited to the following:
- Provide a consistent and positive customer experience in line with the British Council Customer Service Strategy and relevant corporate standards and policies.
- Be accountable for agreed individual income and conversion targets every month.
- Build rapport with prospective customers to gain understanding and information to respond to their specific needs and requirements.
- Support the delivery of examination services / products through leading on contact, registration and pay and post-test activities to defined quality standards, to meet customer needs and support the delivery of the in-country Examinations Business Development Plan
- Contribute directly to customer service indicators such as customer feedback, mystery shopping and customer effort assessment scores for the Exams centre.
Role specific knowledge and experience:
- Comprehensive, proven experience as a customer service and sales executive
- Thorough understanding of marketing and negotiating techniques.
- Fast learner and passion for ccustomer service and sales.
- Self-motivated with a results-driven approach
Minimum requirements:
- Higher Diploma and/or equivalent professional experience
Desirable:
- Customer Service Professional Qualification
- Relevant qualification or training undertaken in Sales.
- Marketing and Communications experience.
- Hands-on experience with CRM software is a plus
Further Information
- Pay Band – BRC-4-F
- Remuneration: XAF 405,657.00 plus benefits
- Contract Type – Indefinite Contract
- Location: Douala, Cameroon
- Language requirements: English level B2
- Role holder must have existing rights to live and work in the country the role is based.
- Role could require work on some Saturdays.
HOW TO APPLY?
Closing Date: 11 April 2023
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