Customer Service and Sales Assistant (Auto Entrepreneur) - Rabat

Role Profile: Customer Service and Sales Assistant

1. Role Purpose

The purpose of this role is to:

- Represent the British Council professionally and deliver a high-quality, integrated enquiry and consultancy service across all English and Exams products and services.
- Demonstrate the required attitudes, behaviours, skills, and knowledge in line with British Council Customer Service Standards.
- Promote and cross-sell British Council products and services to achieve sales targets, KPIs, and support Teaching Centre and Exams teams in meeting annual business objectives.

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2. Role Context

- The Customer Services and Sales Team works on a shift basis to accommodate customer needs within operational constraints.
- The role may require occasional work outside standard hours, including weekends. Any additional hours will be compensated according to British Council policy.
- Post holders may be assigned to specialised hubs or teams and rotated regularly to gain wider skills and experience.

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3. Key Responsibilities / Main Accountabilities

A. Customer Enquiries (New & Existing)

- Greet and serve face-to-face customers and respond to enquiries via walk-ins, phone, email, and social media professionally and politely.
- Encourage customers to book placement tests, consultations, register for exams, or attend events.
- Create and update CRM accounts, leads, opportunities, and cases to maintain accurate interaction history.
- Follow up on consultations, registrations, and events as reminders.
- Provide one-stop solutions or forward queries/complaints to the appropriate team for timely follow-up.
- Process refunds and transfer requests in line with policy.

B. Sales

- Meet or exceed sales targets (new and existing students) and KPIs.
- Administer placement tests and provide consultation on British Council courses, acting as the Single Point of Contact from enquiry to sale.
- Register exam candidates professionally and efficiently.
- Cross-sell relevant British Council services and products.
- Conduct after-sales follow-up and encourage re-registration for upcoming terms.
- Make outbound calls to prospective and existing candidates to increase conversion rates.

C. Registration & Financial Compliance

In alignment with the regional cash handling policy:

- Collect income and record transactions accurately in SAP or other financial systems.
- Reconcile and post all collected income daily.
- Meet financial, audit, and reporting requirements and report discrepancies promptly.

D. Product and Offer Knowledge

- Maintain up-to-date product knowledge through training and class observations.
- Stay informed of pricing, offers, and discounts.

E. Systems and Record-Keeping

- Use systems such as CRM, call centre tools, TCMS, and online booking platforms effectively.
- Maintain and update databases, statistics, and reports accurately and on time.

F. Other Support Duties

- Participate in sales and marketing events to generate leads and promote services.
- Ensure front-of-house and consultation areas are stocked with updated promotional materials.
- Provide verification services for UK certificates.
- Conduct surveys or gather customer insights.
- Observe Teaching Centre classes or visit exam venues as required.

G. Cluster Support

- Support colleagues across the cluster to ensure smooth operations.
- Participate in events such as Open Days, Parent Events, Seminars, Receptions, and Offsite Promotions.
- Perform other duties as assigned by the Line Manager.

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4. Person Specification

A. Skills

- Strong communication skills and proven ability to build rapport with customers.

British Council Core Skills:

- Communicating & Influencing (Level 1): Listens actively and communicates clearly with accuracy and awareness of diverse audiences.
- Analysing Data & Problems (Level 1): Breaks down problems systematically and takes appropriate action.
- Using Technology (Level 1): Competent in using office software and British Council systems.
- Planning & Organizing (Level 1): Plans own work effectively for routine tasks.

B. Knowledge and Experience

- Essential: Customer service and sales experience.
- Desirable: Tele-sales, education sector experience, and CRM knowledge.

C. Education & Qualifications

- Minimum: High School Certificate.
- Desirable: University degree.

D. Languages

- Essential: Good written and spoken English.

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5. Additional Role Requirements

- Candidates must ensure they have legal right to live and work in the country where the role is based.
- Visa support may be provided at the discretion of the British Council and should be checked with HR.

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6. British Council Values and Behaviours

These values guide decision-making, interactions, and behaviour at all levels and will be assessed during selection:

- Open and Committed
- Expert and Inclusive
- Optimistic and Bold