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 Kenya 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.
• Build rapport with prospective customers to gain understanding and information to respond to their specific needs and requirements.
• Support the delivery of examination services / products through leading on contact, registration and pay and post-test activities to defined quality standards, to meet customer needs and support the delivery of the in-country Examinations Business Development Plan
• Contribute directly to customer service indicators such as customer feedback, mystery shopping and customer effort assessment scores for the Exams centre.

Requirements

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 customer service and sales?.
• Self-motivated with a results-driven approach?

Minimum Qualifications:

• 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?