Job Description

Date: 24 Jan 2024

Location: Harare, Sub Saharan Africa, ZW

Company: British Council

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.

Customer Service and Sales Officer - Zimbabwe

Role Purpose
The overall objective of a Customer Services and Sales Officer is to ensure the smooth running of the British Council’s Exams and Customer Services operations in Zimbabwe by delivering high-quality customer service and sales targets in line with corporate standards and policies.
The post holder will act as British Council’s ambassador to provide a seamless customer experience to all relevant stakeholders, handle enquiries about British Council Exams Services and meet agreed targets, objectives, and Key Performance Indicators (KPIs).

Duties and Responsibilities

Main accountabilities but not limited to the following:
Provide a consistent and positive customer experience in line with the British Council Customer Service Strategy and relevant corporate standards and policies.
Handle first-level enquiries received in person, via email, social media or telephone on relevant aspects of the British Council’s activities/products, in a friendly and professional manner, in line with Customer Service standards, and forward all 2nd level enquiries to relevant colleagues, ensuring they are attended to within specified timelines.
Be accountable for agreed individual income and conversion targets every month.
Build rapport with prospective customers to gain understanding and information to respond to their specific needs and requirements.
Support the delivery of examination services / products through leading on contact, registration and pay and post-test activities to defined quality standards, to meet customer needs and support the delivery of the in-country Examinations Business Development Plan
Collect and report money collected from customers for exam services daily according to FCCF and audit requirements, through cash desks and by issuing receipts for all income received, reconciliation and, processing refunds. Cash desks must be balanced and closed accurately with actual received income.

Qualifications and Experience

Role specific knowledge and experience:
Comprehensive, proven experience as a customer service and sales executive
Thorough understanding of marketing and negotiating techniques.
Fast learner and passion for customer service and sales
Self-motivated with a results-driven approach

Minimum requirements
Higher Diploma and/or equivalent professional experience

Desirable
Customer Service Professional Qualification
Relevant qualification or training undertaken in Sales.
Marketing and Communications experience.
Hands-on experience with CRM software is a plus