British Council Calls For Job Applications
ROLE: Customer Service and Sales Manager
Lead the customer management and sales functions in meeting Exams sales targets and KPIs. Furthermore, as per the established Service Level Agreement, to stimulate and cultivate a good team attitude that enables high quality, efficient, and positive experiences for customers, clients, and stakeholders.
Responsibilities
Accountabilities include, but are not limited to, the following:
- Create, lead, and drive the Sales and Customer Management team to meet and exceed new sales and conversion targets.
- Manage British Council Customer Services on a daily basis in compliance with company standards and procedures.
- Map the Customer Journey and measure the customer experience on a regular basis to improve.
- Collaboration with Marketing on lead generation techniques is essential.
- Facilitate a monthly session to examine NPS trends and factors influencing performance.
- On a quarterly basis, evaluate test day experiences and apply the results to enhance service.
- Recruit and manage Customer Service Team members in accordance with British Council norms and standards.
Knowledge and experience relevant to the role:
- Capability to manage a sales staff.
- Commitment to providing excellent customer service
- Outstanding writing and verbal communication abilities
Minimum specifications:
- University diploma or degree (level 5 or higher) similar professional experience and/or qualification
- At least three years of expertise in sales strategy formulation and implementation, client relationship management, and leading and directing a sales team.
Desirable:
- Customer Support Professional Experience
- Qualification in Marketing
- SAP and CRM expertise are required.
Additional Information
- Pay Grade – BRC-6-F
- Two (2) year fixed term contract Exams, Contract Department
- Accra, Ghana is the location.
- Language requirements: C1 English
- The function holder must already have the right to live and work in the nation where the role is based.
- The Exams business units are open six days a week, with Saturdays and weekday evenings typically being the busiest hours. Working schedules will vary to account for activity patterns and will include unsocial working hours.
How to Apply for this British Council Job
Closing Date: 2nd October 2023
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