Join the British Council's English Online Team: Transforming Lives through Education
The British Council is a renowned international organization that fosters peace and prosperity by building connections, understanding, and trust between people in the UK and countries worldwide. With a presence in over 200 countries and territories, 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. Our mission is to support people in building networks, exploring creative ideas, learning English, accessing high-quality education, and obtaining internationally recognized qualifications.
We are now seeking an experienced Sales and Customer Service Executive to join our English Online team, a 100% online Adults English course that enables customers to learn from anywhere in the world. As a key member of our team, you will play a vital role in delivering an exceptional customer experience, driving commercial success, and helping us better understand our customers.
About the Role
The Sales and Customer Service Executive will be the primary point of contact for customers and potential customers, providing support via email and webchat. You will be responsible for ensuring rapid, high-quality customer service, resolving service requests, and supporting sales and marketing efforts. This is a fantastic opportunity to work with a global brand, develop your skills, and advance your career in a dynamic and international environment.
Key Responsibilities
- Delivering exceptional customer service and support to new and existing customers via email and webchat.
- Following standard operating protocols (SOPs) and service level agreements (SLAs) to resolve service cases efficiently.
- Providing a contact point for potential new customers to support sales and marketing efforts and drive registrations.
- Liaising with other support teams to resolve service requests and ensure seamless customer experience.
- Utilizing Salesforce CRM and other management information systems to capture customer data and voice of customer, informing business improvements.
Main Accountabilities
Customer Service
- Managing incoming customer service cases from active learners through to resolution, primarily via email and web live chat.
- Maintaining high levels of service by following SOPs and SLAs.
- Handling incoming payment support requests, including cancellations, refunds, payment failures, and updating payment details.
Sales Support Communications and Engagement
- Responding to potential new sales enquiries quickly and effectively, providing superior information to encourage registrations.
- Actively supporting marketing efforts and promotions, ensuring accurate logging of new sales enquiries and description of features or promotions.
- Collaborating with the English Online team on communications and promotions to existing customers and campaigns.
- Supporting re-marketing campaigns to customers with expiring packages that may wish to re-purchase.
Reporting, Insight, and Systems
- Capturing all customer service interactions, enquiries, complaints, and resolutions on CRM to support accurate reporting.
- Helping to capture voice of customer to inform business improvements and enhance customer experience.
Operational Support
- Following standard operating procedures to resolve customer support requests.
Relationships and Stakeholder Management
- Collaborating with payment support teams, including the E-Commerce team, Shared Services Centre, and English Online technical support team to resolve payment support tickets.
- Working with teams supporting the English Online learner portal to resolve service and information requests.
- Occasionally acting as a communication point for Teaching Centre Sales and Customer Service teams with sales or customer service enquiries for English Online.
Essential Qualifications and Experience
- Diploma/Degree or equivalent qualification, or equivalent work experience (at least 2 years).
- Substantial experience in a customer service role.
- Experience working in an international context and with international customers.
- Experience with Customer Relationship Management (CRM) platforms and reporting tools.
- A working knowledge of Microsoft Office applications.
What We Offer
The British Council offers a competitive salary and benefits package, as well as opportunities for career growth and professional development. As a member of our team, you will be part of a dynamic and international organization that values diversity, equity, and inclusion. We are committed to creating a work environment that is inclusive and respectful of all employees, and we welcome applications from diverse candidates.
Career Growth and Learning Benefits
As a Sales and Customer Service Executive with the British Council, you will have access to a range of training and development opportunities to enhance your skills and advance your career. You will be working with a global brand, and you will have the opportunity to develop your expertise in customer service, sales, and marketing. Our organization is committed to supporting the growth and development of our employees, and we offer a range of career progression opportunities.
Work Environment and Company Culture
The British Council is a global organization with a presence in over 200 countries and territories. Our English Online team is a dynamic and international group of professionals who are passionate about education and customer service. We value diversity, equity, and inclusion, and we are committed to creating a work environment that is inclusive and respectful of all employees. As a remote worker, you will be part of a flexible and adaptable team that is committed to delivering exceptional customer service and driving commercial success.
Compensation and Benefits
We offer a competitive salary and benefits package that reflects our commitment to rewarding our employees for their hard work and dedication. While the exact compensation details are not provided, we can assure you that our package is designed to support your well-being and financial security.
How to Apply
If you are a motivated and customer-focused individual with a passion for sales and customer service, we encourage you to apply for this exciting opportunity. Please submit your application through our careers website, and our recruitment team will be in touch to discuss your application. We look forward to hearing from you!
Contract Type: Fixed-term contract for 2 years
Location: Remote opportunity in USA
Closing Date: 17th September 2023
The British Council is committed to policies and practices of equality, diversity, and inclusion across everything we do. We support all staff to ensure their behavior is consistent with this commitment. 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.
We look forward to receiving your application and discussing this opportunity further.
Apply Now