British Council Looking for Customer Service Assistant (Colombia or Mexico) at Área metropolitana de Ciudad de México Full Time

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.

Salay: $2.400.000 COP or 14,067 MXN

Contract Type: Indefinite Contract

Location: Bogota or Mexico City

Right to Work Requirements: Right to Work in Colombia or Mexico. The British Council is not able to support or sponsor work visa applications.

Closing Date: advert will close on Sunday, July 23, 2023 at 23:59 Colombia time.

Role Purpose

This exciting role offers an incredible opportunity to provide exceptional administrative support to our Customer Service Team, Exams, and Teaching Centre. Join us in delivering unparalleled services to both our valued internal and external customers! By upholding the highest global customer service standards of excellence, you will play a pivotal role in helping our team achieve remarkable registration results, enabling the British Council to surpass our financial targets.

But that’s not all! As part of this role, you’ll also have the power to captivate and ignite the interest of prospective customers. By effortlessly arranging placement tests and/or consultations/trial and demo lessons, you’ll inspire them to embark on an exciting journey by purchasing our esteemed Exam or English Language courses.

This position thrives in a collaborative team environment, where we work together to meet British Council sales targets for both new and existing students/candidates. With a strong focus on Key Performance Indicators (KPIs), you’ll contribute to the achievement of our Teaching Centre and Exams teams’ annual business targets and objectives.

Are you ready to make a meaningful impact and excel in this dynamic role? Join us and be a part of our extraordinary success story!

Main Accountabilities But Not Limited To The Following

• Answer incoming calls/chats for all British Council services according to Call Centre KPIs following British Council standards and service strategies e.g. call greeting, call handling, and call closing.
• Generate and/or raise interest level of customers with the intention of inviting them to take a placement test or consultation, register for an Exam or attend an event.
• Create CRM accounts/leads/opportunities/cases immediately when an enquiry is received from a customer. CRM records must be updated regularly so that there is a complete history of actions/communications with the customer and sales performance can be monitored.
• Respond to all customer enquiries – inbound and outbound calls, emails and social media – with accurate and appropriate information, and contribute positively to Customer Effort and Net Promoter scores.
• Meet or exceed sales targets (new and existing students), KPIs and objectives.
• Administer placement tests and provide consultation services to students on British Council courses and be the Single Point of Contact (SPOC) for prospects, guiding them through the journey from first enquiry to final sale.
• Register Exams candidates online or promote and cross sell relevant British Council services and products to secure excellent sales results.
• Carry out after sales follow up, reminding students to re-register for the next term and identifying reasons for not continuing with the British Council if required.
• Make outbound calls to prospective and existing Exams candidates to improve sales conversions.
• Assure accurate income collection, issuance of receipts and on British Council systems and alternative payment portals.
• Work closely with other team members within the wider SCM team to deliver excellent customer service experience to meet sales targets (new and existing students), KPIs and objectives.
• Full engagement with the performance management programme.

Requirements Of The Role

• Minimum of 2-year’s working experience in customer service-related areas.
• Technical, Technological or Professional Degree.
• Desirable written and oral communication skills in English (CEFR B1 or B2).
• Good written and oral communication skills in Spanish (CEFR C1).

Note: you are welcome to upload your supporting statement in English or Spanish, whichever you prefer; however, if invited to interview, this will be fully in English and with an interview panel. English proficiency may be assessed before inviting for interviews.

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 [email protected]

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.