Sales and Customer Services Assistant

<p>We support peace and prosperity by building connections, understanding and trust between people in the UK and countries worldwide.<br/> <br/> 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.<br/> <br/> 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.</p> <p> </p> <p>Sales and Customer Services Assistant – Lisbon main office – Full-time (35 weekly hours) </p> <p> </p> <p><u>Role Purpose</u></p> <p>The main duty of a Sales &amp; Customer Service Assistant is to act as British Council’s ambassador in our Teaching Center and provide top quality services to all customers meeting all Key Performance Indicators (KPIs). And to secure excellent sales results whilst ensuring a high-quality customer experience in handling enquiries about our English language services.</p> <p> </p> <p><u>Main opportunities for this role:</u></p> <p>To ensure sales revenue targets are met or exceeded.</p> <p>To ensure team KPIs targets (consultation turn-up rate, conversion rate, re-registration rate) are met or exceeded.</p> <p> </p> <p><u>Main accountabilities</u></p> <p> </p> <p>Sales and Customer Management</p> <ul> <li>Ensure you have a comprehensive understanding of the broad range of British Council services in order to be able to answer customers questions.</li> <li>Provide face-to-face &amp; online consultations to all customers in the centre by finding out their needs, issues and concerns and recommending a course that best suits them.</li> <li>Handle enquiries for all British Council services through all channels: face-to-face, phone, email, etc.</li> <li>Sell a broad range of British Council services to customers using appropriate sales and communication strategies.</li> <li>Be accountable for monthly sales targets by maximizing new and re-registration Sales.</li> </ul> <p> </p> <p>Customer care and account management</p> <ul> <li>Proactively manage customers post-sales according to departmental and national standards.</li> <li>Establish fair, respectful, trusting, supportive and constructive relationships with all customers, students, parents/carers of students and other staff.</li> <li>Support the teaching Centre in all customer care and relationship building events, parents’ meetings, open days, fairs, competitions, activity days, etc.</li> </ul> <p> </p> <p>Administration</p> <ul> <li>Understand and keep up to date with relevant processes and procedures for financial and administrative management, and processing of customer data.</li> <li>Ensure compliance with processes and procedures.</li> <li>Ensure accurate and complete data entry into British Council systems.</li> <li>Ensure accurate income collection and relevant financial processes are completed to standards.</li> <li>Ensure security of relevant documentation and British Council resources.</li> </ul> <p> </p> <p>Professional development</p> <ul> <li>To take part in the corporate Performance Management system in line with British Council policy.</li> <li>Complete all mandatory training courses.</li> <li>Work with Sales &amp; CS Manager as well as peers to constantly develop sales and other skills relevant to the role.</li> </ul> <p> </p> <p><u>Language Requirements and Qualifications:</u></p> <p> </p> <p>Essential</p> <ul> <li>Proficient and fluent speaker and writer of Standard Portuguese – C2 CEFRL level</li> <li>Independent and fluent speaker and writer of Standard English – B2 CEFRL level</li> <li>Diploma/Degree or equivalent qualification, or equivalent work experience (at least 2 years)</li> </ul> <p>Desirable</p> <ul> <li>University Degree in Business or Sales</li> </ul> <p> </p> <p><u>Role specific knowledge, experience and skills:</u></p> <p> </p> <p>Essential</p> <ul> <li>At least 2 years of sales experience preferably in services industries</li> <li>Managing complains level 1</li> <li>Accuracy (very high level of accuracy is required)</li> <li>Sales driven mindset</li> <li>Excellent customer management skills</li> <li>Positive, can-do and friendly personality</li> <li>Competent IT skills</li> </ul> <p> </p> <p>Desirable</p> <ul> <li>knowledge of CRM systems (Salesforce)</li> <li>Excel advanced skills</li> </ul> <p> </p> <p> </p> <p><u>Important notes:</u></p> <ul> <li>Evening and weekend working are part of the regular timetable. Weekly hours are scheduled on five working days (Monday/Friday or Tuesday/Saturday pattern)</li> <li>Conditional offer pending Pre-Appointment Screening (PAS) and Local Police checks (registo criminal)</li> </ul> <p> </p> <p><u>Further Information</u></p> <p>Contract Type – Fixed term contract for 12 months (possibility of renewal)</p> <p>Weekly