Sales and Customer Executive, English Online

2 semanas atrás

Lisboa, Portugal British Council Tempo inteiro

Sales and Customer Executive, English Online

**Date**:06-Jan-2023

**Location**: Lisbon, European Union, PT

**Company**:British Council

The British Council builds connections, understanding and trust between people in the UK and other countries through arts and culture, education and the English language.
We work in two ways - directly with individuals to transform their lives, and with governments and partners to make a bigger difference for the longer term, creating benefit for millions of people all over the world. We help young people to gain the skills, confidence and connections they are looking for to realise their potential and to participate in strong and inclusive communities. We support them to learn English, to get a high-quality education and to gain internationally recognised qualifications. Our work in arts and culture stimulates creative expression and exchange and nurtures creative enterprise. We connect the best of the UK with the world and the best of the world with the UK.
These connections lead to an understanding of each other's strengths and of the challenges and values that we share. This builds trust between people in the UK and other nations which endures even when official relations may be strained. We work on the ground in more than 100 countries. In 2019-20 we connected with 80 million people directly and with 791 million overall, including online and through our broadcasts and publications.

**Sales and Customer Services Executive English Online - 4 vacancies**

**Role Purpose**

English Online is the British Council’s bespoke 100% online Adults English course that enables customers to learn online from anywhere in the world. The end-to-end customer experience aims to puts customers in control by offering a self-serve experience. This is supported by a central point of contact to provide information, resolve service requests and support the generation of new sales.

The Sales and Customer Experience Executive plays a key role in delivering an excellent customer experience, helping us learn more about our customers and in supporting commercial success. Key responsibilities include:

- Following standard operating protocols (SOPs) and delivering against service level agreements (SLAs) to resolve service cases appropriately.
- Providing a contact point for potential new customers to support sales and marketing efforts and help increase registrations.
- Providing operational support to resolve service requests and liaising with other support teams where necessary.
- Using Salesforce CRM and other management information systems to capture customer data and voice of customer, to help the business continually improve all areas of customer experience

**Main opportunities for this role**:

- Being part of a dynamic e-business that is still growing and evolving
- Playing a key role in helping and shaping that growth.
- Responding to and resolving enquiries rapidly to meet customer expectations of an e-business and to deliver against service level agreements (SLAs).
- Working with a global, multi-cultural and multi-lingual and customer base
- Working within a Global, networked, and multi-lingual team where remote working is required.
- Working with customer data to support sales, marketing, and communications initiatives within the corporate data governance framework.
- Working with the English Online team and associated support teams to ensure collaborative working, good governance, and business improvement.

**Main accountabilities**

**Customer Service**
- Follow the standard operating procedures (SOPs) and service level agreements (SLAs) to maintain high levels of service.
- Manage incoming payment support requests - potentially including cancellations, refunds, payment failures and updating payment details.

**Sales support communications and engagement**
- Respond to potential new sales enquiries quickly and effectively and with a superior level of information to encourage registrations.
- Actively support marketing efforts and promotions, ensuring new sales enquiries are logged and that any features or promotions are described accurately.
- Support the English Online team with communications and promotions to existing customers and campaigns
- Support re-marketing campaigns to customers with expiring packages that may wish to re-purchase.

**Reporting, insight and systems**
- Help capture all customer service interactions, enquiries, complaints, and resolutions on CRM to support accurate reporting
- Help capture voice of customer to help us develop insight about our customers and how we can improve all areas of their experience.

**Operational Support**
- Following standard operating procedures that may be required to help resolve customer support requests.

**Relationships and stakeholder management**
- Work with payment support teams including the E-Commerce team, Shared Services Centre and the English Online technical support team to ensure payment support tickets are reso

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