Sales and Customer Services Assistant – Full-time

3 semanas atrás

Lisboa Porto e Coimbra, Portugal British Council Portugal Tempo inteiro

Role Purpose

The main duty of a Sales & Customer Service Assistant is to act as British Council's ambassador in our Teaching Center and provide top quality services to all customers meeting all Key Performance Indicators (KPIs). And to secure excellent sales results whilst ensuring a high-quality customer experience in handling enquiries about our English language services.


Main opportunities for this role:

  • To ensure sales revenue targets are met or exceeded.
  • To ensure team KPIs targets (consultation turn-up rate, conversion rate, re-registration rate) are met or exceeded.

Main accountabilities

Sales and Customer Management

  • Ensure you have a comprehensive understanding of the broad range of British Council services in order to be able to answer customers questions.
  • Provide face-to-face & online consultations to all customers in the centre by finding out their needs, issues and concerns and recommending a course that best suits them.
  • Handle enquiries for all British Council services through all channels: face-to-face, phone, email, etc.
  • Sell a broad range of British Council services to customers using appropriate sales and communication strategies.
  • Be accountable for monthly sales targets by maximizing new and re-registration Sales.

Customer care and account management

  • Proactively manage customers post-sales according to departmental and national standards.
  • Establish fair, respectful, trusting, supportive and constructive relationships with all customers, students, parents/carers of students and other staff.
  • Support the teaching Centre in all customer care and relationship building events, parents' meetings, open days, fairs, competitions, activity days, etc.

Administration

  • Understand and keep up to date with relevant processes and procedures for financial and administrative management, and processing of customer data.
  • Ensure compliance with processes and procedures.
  • Ensure accurate and complete data entry into British Council systems.
  • Ensure accurate income collection and relevant financial processes are completed to standards.
  • Ensure security of relevant documentation and British Council resources.

Professional development

  • To take part in the corporate Performance Management system in line with British Council policy.
  • Complete all mandatory training courses.
  • Work with Sales & CS Manager as well as peers to constantly develop sales and other skills relevant to the role.

Language Requirements and Qualifications:

Essential

  • Proficient and fluent speaker and writer of Standard Portuguese – C2 CEFRL level
  • Independent and fluent speaker and writer of Standard English – B2 CEFRL level
  • Diploma/Degree or equivalent qualification, or equivalent work experience (at least 2 years)

Desirable

  • University Degree in Business or Sales

Role specific knowledge, experience and skills:

Essential

  • At least 2 years of sales experience preferably in services industries
  • Managing complains level 1
  • Accuracy (very high level of accuracy is required)
  • Sales driven mindset
  • Excellent customer management skills
  • Positive, can-do and friendly personality
  • Competent IT skills

Desirable

  • knowledge of CRM systems (Salesforce)
  • Excel advanced skills

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.

Important notes:

Evening and weekend working are part of the regular timetable. Weekly hours are scheduled on five working days (Monday/Friday or Tuesday/Saturday pattern)

Conditional offer pending Pre-Appointment Screening (PAS) and Local Police checks (registo criminal)

Further Information

Contract Type – Fixed term contract for 12 months (possibility of renewal)

Weekly Hours - 35 hours (full-time)

Pay Band – Grade J /PB2 (starting salary € 1.136,88 gross salary plus meal allowance)

Location – Lisbon main office or Porto or Coimbra

Closing Date of applications – 26 May 2024

Start date of contract – mid-june/july 2024

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.

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.

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