Customer Service and Sales Officer 1

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 - Ethiopia 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 Ethiopia 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). 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. * Be accountable for agreed individual income and conversion targets every month. * Coordinate with other Exams team members on an ongoing basis to ensure a seamless customer journey. This includes timely escalation of unresolved complaints to the concerned teams. * Support the delivery of examination services / products through leading on contact, registration and pay and post-test activities to defined quality standards, in order to meet customer needs and support the delivery of the in-country Examinations Business Development Plan * Any other administrative duties that may be assigned by Management which may include but are not limited to creating POs, counting cash, sending SMS and email communications to customers, processing bank transfers, etc. 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 ccustomer 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​ Further Information * Pay Band – BRC-4-H * Remuneration: ETB50,000 per month plus benefits * Contract Type – Two (2) Years Fixed Term Contract * Department: Exams * Location: Addis, Ethiopia * Language requirements: English level B2 * Role holder must have existing rights to live and work in the country the role is based. * Closing Date – 20 August 2024 applications will close 23:59 West Africa Time A connected and trusted UK in a more connected and trusted world. Equality , Diversity, and Inclusion (EDI) Statement The British Council is committed to policies and practices of equality, diversity and inclusion across everything we do. We support all staff to make sure their behaviour is consistent with this commitment. We want to address under representation and encourage applicants from under-represented groups, in particular, but not exclusively, on grounds of ethnicity and disability. All disabled applicants who meet the essential criteria are guaranteed an interview and we have Disability Confident Employer Status. 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 as set out in article 19, UNCRC (United Nations Convention on the Rights of the Child) 1989. Appointment to positions where there is direct involvement with vulnerable groups will be dependent on thorough checks being completed; these will include qualification checks, reference checks, identity & criminal record checks in line with legal requirements and with the British Council’s Safeguarding policies for Adults and Children. If you have any problems with your application please email askhr@britishcouncil.org Please note: Applications to this role can only be considered when made through the Apply section of our careers website. Our ‘ASK HR’ email is only to be used in case of a technical issue encountered when applying through the careers website. Emails with supporting statements and CV/Resumes sent to this email address will not be reviewed and will be deleted.