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    Sales & Customer Services Branch Assistant - Ottawa, Canada - British Council

    British Council
    British Council Ottawa, Canada

    6 days ago

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    Description

    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.

    Job Title: Sales&Customer Services Branch Assistant
    Location: Sofia, Bulgaria
    Requirements: Candidates must have the legal rights to work in country of location at the time of application.
    Contract Type: Fixed-term contract – 1 Year with possibility for extension
    Pay-band: 2/J

    Salary: BGN gross /month

    Additional Benefits:

    • 13th salary


    • Additional Medical insurance covering immediate family

    • 23 working days of annual leave

    • Work in international environment


    • Opportunities for personal development and advancement

    • Discounts for our English courses and exams for you and your closest family

    • Terminal Gratuities

    Role Purpose:

    • To deliver high quality services to internal and external customers and clients which meet their needs and enable the British Council to achieve its objectives.

    • To project a professional image of the British Council and the UK by providing a high quality, welcoming, and efficient integrated service at our branch at the Business Park in Sofia

    • The job holder is expected to manage enquiries (face to face, phone and email) and work with a range of systems (Teaching Centre Management System, Exam online registration systems) to ensure the smooth running of Teaching Centre and Exams registration and contribute to an excellent customer experience.

    Main Accountabilities:

    • To support the Sales&Customer Services Branch Coordinator to ensure that the team delivers an excellent customer experience to both new and existing customers.

    • Provide an exceptional level of customer service to all existing customers to ensure that all their needs and requests are taken care of.

    • Handling email and face-to-face enquiries.

    • Provide information about Teaching Center products (expert product knowledge is important).

    • Working with leads to register customers for Placement Testing/Consultation.

    • Up-selling/cross-selling Teaching Center products.

    • Handle all 1st level complaints/feedbacks.

    • Follow up with existing students on incidents e.g. absent/movement.

    • Outbound calls campaigns to existing and new students.

    • Financial reconciliation of card payments

    • Proactively communicate with internal stakeholders to obtain information updates as well as provide feedback from customers

    • Be actively involved in ensuring effective implementation of Safeguarding Policy in the Teaching Centre

    • Work closely with the Sales&Customer Services Branch Coordinator and Marketing Manager to ensure that the communication with customers reflects customer needs, is on brand and is managed effectively across all age groups

    • Work with the Sales&Customer Services Branch Coordinator, Facilities manager and TC management team to ensure that the Front Of House is on brand and maintained to high standards

    • Work with the marketing manager and academic team to manage customer research and student / parent engagement programme

    • The post holder will be required to work five-day/week from Tuesday to Saturday, from 11 AM – 7 PM or 12 PM – 8 PM , depending on operational needs.

    • Work effectively with diversity as an essential and integral part of daily work and consistently meet the British Council's Equal Opportunities and Diversity policy and standards in carrying out all internal and external duties

    • Manage information created and received in compliance with the British Council's information management standards, policies, the UK Data Protection Principles and local legislation

    • Demonstrate a commitment to reflective practice, professional and organisational development objectives, taking advantage of opportunities to enhance qualifications and or gain/share knowledge for line managees as well as for self. Make a positive contribution to team meetings and give suggestions to management for improving Sales/Customer Management practices and procedures based on customer feedback.

    Role specific knowledge and experience

    • Previous experience of working in a sales and customer service environment

    Role Specific skills

    • Competent IT skills

    • Excellent communication and customer relation skills

    • Very good problem-solving skills

    Qualifications

    • University Degree in any subject or qualification in a relevant field

    Language Requirements

    • English language B2/C1

    • Bulgarian language C2

    Closing date: Sunday, 19 May 2024, applications will close at 23:59 EEST.

    A connected and trusted UK in a more connected and trusted world.

    Equality , Diversity, and Inclusion (EDI) Statement

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