Customer Services and Sales Assistant

2 mesi fa

Milano, Italia British Council A tempo pieno

Customer Services and Sales Assistant

**Date**:15-May-2023

**Location**: Milan, European Union, IT

**Company**:British Council

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.

**Customer Services and Sales Assistant - PB2 (J)**

**Based in Milan (Italy) - Please note that for this position, no relocation is provided**

**Permanent contract**

**Part time 20 hours per week in shifts from Tuesday to Saturday**

**Based on the operational requirements, the shifts may alternate**

Entering gross monthly salary from € 1,068.00 to 1,375.00 depending on previous experience in similar roles. 14 salaries per year.

**Purpose of the role**
- To carry out counselling (part of the placement testing process) of all potential students of English courses for Young learners, for the British Council in Italy
- Answer all enquiries received by customers via mail, call centre, social media or face to face.
- To project a professional image of British Council and the UK by providing a high quality, welcoming and efficient service.
- To meet all KPIs and deliver Consultative Sales & Customer services in order to enable the British Council to meet its sales targets and offer excellence in Customer Care.

**Main Accountabilities**

**Sales and Customer management**
- Carry out counselling as part of the placement testing process and identify the development needs of all potential students of English courses for young learners, for the British Council in Italy
- Counsel potential students based on their current level of English, in order to agree and choose an English course which best fits their needs F2F or online (via phone or zoom)
- Act as a single point of contact for all prospect customers, guide them through the journey from first enquiry to final sale
- Meet all sales targets and KPIs as set out by the organisation
- Follow up with customers who contacted us but haven’t booked a consultation or cancelled their consultation, with the purpose of re-establishing their needs and offering them solutions
- Follow up with customers who have already had their consultations and/or placement tests but haven’t registered, with the purpose of re-establishing their needs and offering them solutions
- Welcome students into the centre and be the face of our Organisation in regard to our students/parents
- Delivers a range of customer services post-sales within agreed corporate procedures, to maximise quality, continuity, efficiency and customer retention
- Recognises and understands the impact of incidents arising (e.g. complaints, resourcing problems, logístical or technical difficulties) and proactively alerts the relevant team to any issues of concern that are likely to impact teaching delivery/customer experience
- Any other duties in support of the team’s operation, as designated by Line Manager

**Role Specific Skills**
- Uses positive language
- Displays a positive, enthusiastic and passionate attitude
- Demonstrates attentiveness, through active listening and effective questioning
- Demonstrates empathy
- Manages time effectively
- Is detail oriented
- Is accountable
- Has the ability to work under pressure
- Demonstrates team-working
- Is flexible and comfortable with ambiguity
- Demonstrates initiative and leadership

**British Council core competencies**

**Communicating and influencing.**

**Is creative and adaptable in communications**:

- Able to use a range of non-standard and creative approaches to inform, and persuade others, extending beyond logical argument to influence decisions and actions in a way which is inclusive and engaging.
- Communicates clearly and effectively.
- Listens to others and expresses self clearly, with grammatical accuracy and awareness of a diverse audience in speaking and writing.
- Displays good listening, writing and speaking skills, setting out logical arguments clearly and adapting language and form of communication to meet the needs of different people/audiences.

**Planning and organising**
- Is methodical
- Able to plan own work over short timescales for routine or familiar tasks and processes

**Analysing data and problems**
- Is systematic
- Breaks down problems into a list of tasks to be done and decides on appropriate action

**Computer skills**

**Role specific knowledge and experience**

Previous experience of working in a sales and customer service environment (essential)
Knowledge of English language teaching

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