Customer care consultant (Job Vacancy)
British Council
48 Applicants|Posted 2 Weeks ago
Job 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.
Role Purpose
• The main duty of a Customer Care Agent is to ensure a high quality and efficient customer service experience for all our customers via telephone, live chat , facebook and email.
• To act as British Council’s ambassador and provide top quality services to customers while meeting all KPIs in order to enable the British Council to meet its business targets and objectives.
Main Accountabilities
SALES AND CUSTOMER MANAGEMENT
• Customer experience
• To deliver a unique British Council Customer Experience via telephone, social media ,live chat and email which supports the British Council brand, demonstrates our values, explains our purpose, promotes our ambitions and deliver the necessary emotional engagement to turn customers into a positive long term relationship for the British Council.
Customer management
• To provide an exceptional level of customer service to all customers to ensure their needs and request are taken care of either via any channel.
• Specific tasks include
• Achieve role specific KPIs including but not limited to call volumes, quality of service, call back and call abandon rates and resolution/conversion targets.
• Convert new sales opportunities received via telephone, live chat and email.
• Work to achieve improved resolution rates by managing customer enquiries and complaints and reducing escalations against KPIs
• Record customer data consistently and accurately in CRM and other databases, while observing the necessary security procedures.
• Acquiring, maintaining and demonstrating an excellent level of knowledge relating to British Council products and Services, including pricing.
• Promote Equality, Diversity and Inclusion in customer services, as necessary
• Build long term relationships through excellent customer service Sales support via telephone and email
• To convert telephone, live chat and email enquiry leads to consultation bookings or for a
• face-to-face consultation with the English Services Consultant. This will also include follows up for leads generated via various marketing channels
SUPPORT DUTIES
Product Knowledge
• Acquire and maintain an excellent level of product knowledge at all times. Liaison and training via product owners will be a necessary part of this with a proactive approach required at all times. Observation of classes and ‘hands on’ experience of the products is required.
Offer Knowledge
• Acquire and maintain an excellent level of pricing, discounting and offer/product knowledge at all times. Liaison and training via sales and business managers will be required. A proactive approach, including input and feedback from frontline customer experience is expected.
Database Management & Record Keeping
• Maintain and update all databases and reports in a timely and accurate manner
Sales & Marketing Support
• Participate and/or provide sales support in all sales and marketing events (in or out of the centre) with the purpose of creating awareness and generating leads for the centre
Systems
• To be proficient in using relevant systems, such as online booking system, Live Chat, CRM and TCMS to ensure the smooth operation of the Teaching Centre.
General
Other Duties
• to comply with the Standing Operating Procedures (SOP) as per the job requirement
• KPIs - total calls answered, quality of calls answered, first time resolution and escalations
• work effectively with the wider Exams Team to enable knowledge sharing of best practice and suggest improvements to the customer journey
• any other duties in support of the team’s operation, as designated by Line Manager
• attendance at regular professional development, training and skills programmes as required
• full engagement with the performance management programme
• monitor own personal performance and deliver against team KPIs
PROJECT WORK
• Participate in projects as agreed in Performance Agreement
Further Information
• Number of positions: 4
• Employment Type: FTC
• Location: Delhi and Chennai, India
• Grade: 4/H
• Deadline to receive applications: 30th of April 2024 (23:59 IST)
Please note that all applications should be submitted in English only.
It is advisable to apply in advance to avoid any technical issues at the last moment.
Any queries please reach out to Astha Srivastava - Senior Executive Recruitment MENA and South Asia (astha.srivastava@britishcouncil.org)
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.
If you have any problems with your application please email askhr@britishcouncil.org
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.