Customer Service and Sales Officer

We support peace and prosperity by building connections, understanding and trust between people in the UK and countries worldwide. For 90 years we have shaped brighter futures through education, arts, culture, language, and creativity. Working with people in over 200 countries and territories, we are on the ground in more than 100 countries. We connect. We inspire. British Council Teaching Centre – Join an Exceptional Team Do you enjoy helping people reach their goals? Are you energised by face‑to‑face interactions and creating positive experiences? this is your opportunity to join a highly skilled, supportive, and people‑focused team at the British Council. We’re seeking a Customer Service & Sales Officer to welcome students, guide them through their learning options, and play a key role in the ongoing success of our Teaching Centre. Why Join Us? Professional Growth & Development Learn from experts in customer engagement, sales, and education, with continuous opportunities to expand your skills and advance your career. A Culture That Values You We champion well‑being, inclusion, and ongoing improvement. Your ideas will be heard, and your contribution will help shape an exceptional learner experience. Be Part of a High‑Performing Team Join a collaborative, experienced group known for delivering excellence and supporting one another to achieve meaningful results for thousands of learners. Role Description & Purpose We are seeking a motivated Customer Service and Sales Officer to deliver an outstanding experience to customers and students by managing enquiries related to English language courses and examination services. The role focuses on achieving agreed targets, objectives, and key performance indicators while maintaining a high standard of service throughout the customer journey. The successful candidate will drive sales by engaging new and returning customers and prospective exam candidates, supporting Teaching Centre and Exams teams to meet revenue targets. Based in Agouza, within a team of fifteen to twenty colleagues, reporting to the Country Manager, supporting B2C plans in Egypt. Role Accountabilities In this role, you will be at the heart of the customer experience, managing enquiries across a variety of channels including face-to-face interactions, email, social media, live chat, and telephone. You will take pride in providing clear, accurate information, setting expectations, and ensuring each customer feels supported from their first enquiry through to resolution. While you will confidently handle most queries, you will also recognise when to escalate more complex cases, maintaining accurate records and sharing insights to help continually improve the customer journey. As one of our key representatives, you will bring the organisation’s values to life through every interaction, maintaining high standards of communication and presentation. You will support reception and registration activities, keep customer data up to date, refresh response materials, and contribute to feedback programmes, all while ensuring full compliance with corporate and safeguarding policies. This is a commercially focused role where your contribution truly matters. You will work towards individual income and conversion targets, actively engaging new and returning customers, guiding them from initial interest through to enrolment or registration. You will follow up on leads, confidently address objections, identify cross-selling opportunities, and reconnect with inactive customers to drive both engagement and revenue. Alongside this, you will support Teaching Centre operations by managing course registrations, processing payments accurately, maintaining systems data, and contributing to marketing and academic planning. You will also assist the Exams function, supporting registrations, handling enquiries and complaints, and ensuring a smooth, end-to-end customer experience. We are looking for someone who is motivated, resilient, and genuinely enjoys connecting with people, with strong communication, problem-solving, and commercial skills, and the confidence to make a real impact within a supportive, collaborative team. Qualifications & Experience Essential * Good English and Arabic communication skills * Experience of supervising and/or working with children * Higher education degree and/or equivalent professional experience * Experience in customer service * 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 Desirable * Stakeholders’ management * Customer Service Professional Qualification * Relevant qualification or training undertaken in Sales * Hands-on experience with CRM software Important Information * Location: This is an onsite position, based in Cairo (Agouza office), Egypt. * Contract Type: a Fixed-Term, Full Time position, 5 days a week, rotated. * Salary: 16,600 – 20,000 EGP depending on experience and qualifications. * Right to Work: The candidates must be already living in Egypt, with valid right to live and work. * Background Screening: all successful candidates are obliged to undergo comprehensive background screening * Applications: Please apply with your CV in English. All candidates will be assessed for their English language skills. * Closing Date: 27th June 2026 A connected and trusted UK in a more connected and trusted world. Equality, Diversity and Inclusion Statement We are committed to equality, diversity and inclusion and welcome applications from all sections of the community as we believe that a diverse workforce gives added depth to our work. The British Council is a Disability Confident Employer. The Disability Confident scheme helps challenge attitudes, increase understanding of disability and ensure staff are drawn from the widest possible pool of talent. We guarantee an interview for disabled applicants who meet the minimum role requirements. We welcome discussions about specific requirements or adjustments to enable participation and engagement in our work and activities. Safeguarding Statement 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 in line with legal requirements and with the British Council’s Safeguarding policies for Adults and Children. If you experience any difficulties with submitting your application, please email askhr@britishcouncil.org