Customer Services & Sales Consultant

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.

Job Title: Customer service Sales team assistant
Location: Sofia, Bulgaria
Requirements: Candidates must have the legal rights to work in country of location at the time of application.
Contract Type: Fixed-term contract – 1 Year
Pay-band: 2/J

Salary:  1 600 - 1800 BGN  gross /month

Additional Benefits:
• 13th salary

• Additional Medical insurance covering immediate family
• 23 working days of annual leave
• Work in international environment 

• Opportunities for personal development and advancement
• Discounts for our English courses and exams for you and your closest family
• Terminal Gratuities

Role Purpose:  
To provide administrative support to the Sales and Customer Management Team and the Teaching Centre in delivering high quality services to internal and external customers and clients by adhering to global customer service standards of excellence and secure excellent re-registration results in order to enable the British Council to meet its financial targets.

Main Accountabilities:

• Support Sales team with all administrative duties
• Assist in conducting placement testing and coordination of online registration for placement testing system.
• Assist with managing waiting lists, reservations and movements of TC customers
• Collaboration relationship management (Manage CRM system to support proactive cooperation with customers and increase conversion rates from enquiry to PT registration and from PT registration to course registration).
• Maximize conversion rate of enquiries to sales figures by communicating features and benefits of BC offers, convincing and persuading prospects to enroll.
• Own customer feedbacks by making clear notes on an enquiry/complaint, channeling them to relevant members of staff and by ensuring the answer is given on time.
• Collect data for received revenue from our courses, preparing reports.
• Keeping accurate statistics for Sales and CM department.
• Follow up with customers who did not show up for a placement test.
• Prepare different reports on sales coordinator`s requests.
• Support YL and adult courses activities on request.
• Proficient using of relevant systems, such as CRM, TCMS and on-line booking systems to ensure smooth operation of the British Council.
• Respond and be responsible for delivery of ad-hoc professional and job-related requirements in the interest of operation, as formulated by CS and TC management team.

 
• Deliver professional customer service to both internal and external customers.
• Answer all calls with a polite and pleasant manner according to corporate telephone standards – call greeting, call handling and call closing.
• Help the customer with choice of product or service.
• Support Customer Excellence team with working at the Front Desk.
• Pro-actively cross-sell British Council services to enquirers.
• Act proactively, acquire and maintain an excellent level of product knowledge at all times via website, proactive liaison with colleagues and product sessions if necessary. Observation of classes and “hands on” experience of the products is required.
• Excellent knowledge of various British Council technical systems is required. 
• Build rapport with the prospect in order to find out the objectives, needs and requirements

• Personal development plans support performance and job satisfaction.
• Training plans to be agreed with the Line Manager.

Role specific knowledge and experience

• Previous experience of working in a sales and customer service environment

Role Specific skills
• Competent IT skills
• Excellent communication and customer relation skills
• Very good problem-solving skills

Qualifications
• University Degree in any subject or qualification in a relevant field

Language Requirements  
• English language B2/C1
• Bulgarian language C2

Closing date: Sunday, 30 June, 2024, applications will close at 23:59 EEST.

A connected and trusted UK in a more connected and trusted world.

Equality , Diversity, and Inclusion (EDI) Statement