تفاصيل وظائف المركز الثقافي البريطاني بالقاهرة

تفاصيل وظائف المركز الثقافي البريطاني بالقاهرة

Customer Services and Sales Representative

Date: 17-Nov-2021

Location: Cairo, Middle East and North Africa, EG

Company: British Council

The British Council builds connections, understanding and trust between people in the UK and other countries through arts and culture, education and the English language. We work in two ways – directly with individuals to transform their lives, and with governments and partners to make a bigger difference for the longer term, creating benefit for millions of people all over the world. We help young people to gain the skills, confidence and connections they are looking for to realise their potential and to participate in strong and inclusive communities. We support them to learn English, to get a high-quality education and to gain internationally recognised qualifications. Our work in arts and culture stimulates creative expression and exchange and nurtures creative enterprise. We connect the best of the UK with the world and the best of the world with the UK. These connections lead to an understanding of each other’s strengths and of the challenges and values that we share. This builds trust between people in the UK and other nations which endures even when official relations may be strained. We work on the ground in more than 100 countries. In 2019-20 we connected with 80 million people directly and with 791 million overall, including online and through our broadcasts and publications.

Role Title: Customer Service and Sales Representative
Location: Cairo, Egypt
Number of positions: 1
Contract type: 6-Month Fixed term Contract
Payband and Salary: PB2/J 4,600.76 EGP
Closing date and time: 24 November 2021 (23:59 GST Time)

Please note that all applications for this post should be submitted in English. It is advisable to apply in advance to avoid any technical issues at the last moment.

About us:
The British Council is the UK’s international organisation for cultural relations and educational opportunities. We create friendly knowledge and understanding between the people of the UK and other countries. We do this by making a positive contribution to the UK and the countries we work with – changing lives by creating opportunities, building connections, and engendering trust.

We work with over 100 countries across the world in the fields of arts and culture, English language, education, and civil society. Each year we reach over 20 million people face-to-face and more than 500 million people online, via broadcasts and publications. Founded in 1934, we are a UK charity governed by Royal Charter and a UK public body.

Role Purpose:

To provide a professional and efficient integrated customer service on the full range of British Council’s activities and services and to meet Customer Service Excellence standards in all contacts with customers, be that through face to face or emails.
Through our English and Exams work we aim to achieve more widespread and better-quality teaching and learning of English worldwide and offer access to professional qualifications.
Working with policymakers, government ministers, teachers and learners across the world we help millions of people to access English by supporting the teaching and learning of English in public education systems, and through self-access materials and courses.

The Job Opportunities and challenges:
This role provides an opportunity to develop strong selling skills. Development opportunities will be provided, however an appetite and natural aptitude for sales is required. Strong product knowledge and confidence in their ability to interpret customers’ language level is a must. This position would appeal to candidates who prefer to specialise in a particular product area.

Main Accountabilities:
• Sales and conversions
• Be the single point of contact for prospects, guiding them through the journey from the first enquiry to final sale.
• Dealing with ‘first level’ customer complaints and suggestions to agreed standards
• Converting Enquiries into Sales by Cross-selling products through asking probing questions to identify customer needs/ pain points, by introducing promotions and opportunities to customers to increase sales and conversions.
• To follow up leads as assigned and encourage customers to visit the centre for consultation services and registration and to provide report of leads follow-up.
• Achieving or exceeding the set sales targets per term/ month

Customer care and advocacy
• Meeting and greeting customers, responding to questions, improving engagement with them and providing outstanding customer service.
• Assisting in answering all types of first level enquiries relating to British Council activities in country.
• Using aligned methods to drive a better customer experience and sharing customers’ insights and recommendations to enhance and improve customer journey.
• Contacting customers via phone or face to face to relay information needed for all types of provided services and data gathering needed for surveys.
• Submitting and escalating complaints with regards to the complaint handling policy.
• Assist at offsite events where Customer Service support is required

Cash handling and compliance
• Operating accurate cash registers, financial transactions complying with the Cash handling policy
• Ensuring that all records are updated and maintained accurately in a timely manner using all relevant systems.
Other important features or requirements of the job
• Be prepared to work unsocial or varied hours in order to ensure high standards and appropriate customer service, flexible working hours.
• The customer service operates 7 days a week, morning to evening. The job holder will be expected to work in some evenings according to schedule. The post holder will work on a 5-day a week shift basis and is entitled to 2 days off, in some cases non-consecutive days off.
• Shift Schedule is subject to change, and flexibility in adjusting hours of work is essential when there is an operational need to do so.
About You (essential requirements for the role): we are looking for someone who
• With the right to work and live in Egypt
• University Degree or equivalent
• English B2.
• One-year professional experience in dealing with customers face to face / front line or call centre.
• Excellent Microsoft Applications

Further details:
If you are interested in the post and feel that you are suitable for the role, then we would really like to hear from you. Please apply by 24 November 2021 (23:59 GST Time).
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.

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