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. * * * ### 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. * * * ### 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. * * * ### 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. * * * ### 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. * * * ### 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