Customer Service
British Council - Saudi Arabia
Total years of experience :13 years, 10 Months
My role profile for my post is as follows;
1. New & existing customer enquiries;
o To meet and greet face to face customers, answer enquiries and provide outstanding
customer service
o To answer in-coming calls for all services according to KPIs with a polite
and pleasant manner following standards and service strategies e.g. call
greeting, call handling, and call closing.
o To 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.
o To secure face-to-face appointments and to make placement test bookings for customers
whilst ensuring a high-level customer experience
o To create CRM accounts/leads/opportunities/cases immediately when an enquiry is
received from a customer. CRM records must be updated from time to time so that there
is a complete history of actions/communications with the customer and sales performance
can be monitored.
o To respond to all customer enquiries - face to face, calls, emails and social media - with
accurate and appropriate information
o To follow up with customers to remind them of their consultation appointment, placement
test booking, exam registration and/or event registration prior to the date of the activities.
o To offer a one-stop solution or to pass the enquiries or complaints to the right person,
team or department for their timely follow-up with customers
2.Sales;
o To meet or exceed sales targets (new and existing students), KPIs and objectives
o To 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
o To register Exams candidates online in a professional and friendly manner
o To cross sell relevant services and products where appropriate
o To carry out after sales follow up and phone existing students to remind them to re-register for the next term and understand and log their reasons for not continuing with the
British Council.
o To make outbound calls to prospective and existing Exams candidates to improve sales
conversions
3. Registration & Financial Compliance;
o Collect income received and transfer it accurately onto SAP or other financial systems, to
maintain records on the system and complete daily reconciliations
o Ensure that all income collected is reconciled and posted accurately in system
o Meet requirements of audit and financial reporting and any discrepancy is reported to line
management within stipulated deadline
4. Product and offer knowledge;
o To acquire and always maintain an excellent level of product knowledge by attending
product training and observing classes.
o To acquire and always maintain an excellent knowledge of pricing, discounts and offers.
5. Systems and record keeping;
o To be proficient in using relevant systems, such as call centre system, CRM, student
registration system (TCMS) and on-line booking systems.
o To maintain and update all databases and statistics and reports in a timely and accurate
manner.
6. Other support duties;
o To participate and provide sales support in all sales and marketing events (in or out of the centre) with the purpose of creating awareness and generating leads for the centre.
o Ensure the front of house and consultation areas are suitably stocked with up-to-date display and promotional materials
o Provide verification services for UK certificates
o Conduct telephone-based surveys or gather other customer data
Regularly observe Teaching Centre classes and/or visit Exams venues
7.General;
o To work closely with other team members within the wider SCM team to deliver excellent
customer service experience to all customers and students to meet sales targets (new
and existing students), KPIs and objectives.
o Full engagement with the performance management programme.
o To participate in projects as directed by Line Manager.
Searching for new clients who could benefit from company products or services and
maximizing client potential in designated regions.
Travelling to visit potential clients.
Developing long-term relationships with clients, through managing and interpreting their
requirements.
Persuading clients that a product or service best satisfies their needs in terms of quality, price
and delivery.
Negotiating tender and contract terms and conditions to meet both client and company needs.
Calculating client quotations and administering client accounts.
Providing pre-sales technical assistance and product details and information.
Working on after-sales support services and providing technical back up as required.
Arranging and carrying out product training.
Analyzing costs and sales.
Preparing reports for head office and keeping customer records.
Meeting regular sales targets and coordinating sales projects.
Supporting marketing activities by attending trade shows, conferences and other marketing
events.
Making technical presentations and demonstrating how a product meets client needs.
Liaising with other members of the sales team and other technical experts.
Helping in the design of custom-made products.
Providing training and producing support material for other members of the sales team.
Provide information to prospective clients and conduct tours.
Undertake reception duties including answering telephone and responding to standard
queries and enquiries and performing direct sales activities in person.
Perform direct sales activities in person and by telephone and email.
Administering the 'student lifecycle' from registration and admission to graduation.
Undertake general financial administration including: process payments, input budget
figures and all computerized transactions.
Organizing and maintain filing system.
Scheduling classes for prospective and active students.
Interpreting regulations and dealing with queries and complaints procedures.
Preparing and supervising financial statistical reports.
Ordering supplies and equipment/maintain stock and classroom recourses and arrange a
repair.
To supervise all activates of the administration section, ensuring that it is operating
smoothly, efficiently and in a timely manner.
To supervise and provide guidance to the team members regarding the commitment of
work assigned.
Participating in the organization policy developments.
Tasks / Responsibilities:
Overseeing the receipt and storage of incoming & outgoing items.
Processing orders and planning the dispatching of the items.
Monitoring space and tracking items stock levels by conducting physical counts
reconciling with data storage system.
Setting aside storage space for upcoming items.
Reporting damaged items.
Scheduling regular & necessary maintenance.
Ensuring items are stocked correctly and safely especially the items that considered as
dangerous.
Ensuring security arrangements are in work zone.
Maintains warehouse staff by recruiting, selecting, and orienting to ensure
productivity targets will be met or exceeded.
Comparing workers effort with the accomplished work results.
Producing regular reports and on a weekly and monthly basis.