Sales and Customer Service Executive, English Online

3 settimane fa


Napoli, Italia British Council A tempo pieno

Sales and Customer Service Executive, English Online

**Date**:30 Aug 2023

**Location**: Naples, 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.

**Purpose of Role**:
English Online is the British Council’s bespoke 100% online Adults English course that enables customers to learn online from anywhere in the world. The end to end customer experience aims to puts customers in control by offering a self-serve experience. This is supported by a central point of contact to provide information, resolve service requests and support the generation of new sales.

The Sales and Customer Experience Executive plays a key role in delivering an excellent customer experience, helping us learn more about our customers and in supporting commercial success.

Key responsibilities include:

- Following standard operating protocols (SOPs) and delivering against service level agreements (SLAs) to resolve service cases appropriately.
- Providing a contact point for potential new customers to support sales and marketing efforts and help increase registrations.
- Providing operational support to resolve service requests and liaising with other support teams where necessary.
- Using Salesforce CRM and other management information systems to capture customer data and voice of customer, to help the business continually improve all areas of customer experience

**Main Accountabilities**:
**Customer Service**
- Follow the standard operating procedures (SOPs) and service level agreements (SLAs) to maintain high levels of service.
- Manage incoming payment support requests - potentially including cancellations, refunds, payment failures and updating payment details.

**Sales support communications and engagement**
- Respond to potential new sales enquiries quickly and effectively and with a superior level of information to encourage registrations.
- Actively support marketing efforts and promotions, ensuring new sales enquiries are logged and that any features or promotions are described accurately.
- Support the English Online team with communications and promotions to existing customers and campaigns
- Support re-marketing campaigns to customers with expiring packages that may wish to re-purchase.

**Reporting, insight and systems**
- Help capture all customer service interactions, enquiries, complaints, and resolutions on CRM to support accurate reporting
- Help capture voice of customer to help us develop insight about our customers and how we can improve all areas of their experience.

**Operational Support**
- Following standard operating procedures that may be required to help resolve customer support requests.

**Relationships and stakeholder management**
- Work with payment support teams including the E-Commerce team, Shared Services Centre and the English Online technical support team to ensure payment support tickets are resolved and that any repeat problems with payment solutions are identified.
- Work with teams supporting the English Online learner portal to help resolve service and information requests that relate to this.
- Occasionally act as a communication point for Teaching Centre Sales and Customer Service teams that have sales or customer service enquiries for English Online.

**Role specific knowledge and experience**

**Minimum/essential**
- Diploma / Degree or equivalent qualification, or equivalent work experience (at least 2 years).
- Substantial experience in customer service role.
- Experience of working in an international context and with international customers.
- Experience of Customer Relationship Management (CRM) platforms and reporting tools.

**Further Information**

**Pay Band **- 4 / H

**Contract Type **- Fixed term contract for 2 years

**Location -**
**United Kingdom,**
**Poland, Czech Republic, Spain, Portugal, Italy, Romania, Greece, or Bulgaria**

***
**United Kingdom, Poland, Czech Republic, Spain, Portugal, Italy, Romania, Greece, or Bulgaria**

**Closing Date - 17th of September 2023**

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 und



  • Napoli, Italia Hudson Italy A tempo pieno

    **Main Responsibilities**: - Assist clients on order-on-line - Deal with orders in the back office and liaise with logistics - Follow-up on orders and liaise with customers, retail, buyers, etc - Follow-up on all customer requests to ensure the brand provides the highest level of customer service in the industry - Manage ongoing customer relationships...


  • Provincia di Napoli, Campania, Italia Co.Ca.Ma. srl A tempo pieno

    Liu Jo Men’s Collection is currently looking for a Sales Assistant for its store in via Toledo, Naples. **SALES ASSISTANT LIU JO UOMO TOLEDO - ENGLISH SPEAKER**: WHO YOU ARE Previous experience in the position, gained in a very customer service focused environment; Excellent interpersonal and effective communication skills Strong dexterity and creativity,...


  • Napoli, Italia Hertz A tempo pieno

    **Job title / Reporting to**: The CSR Prom/ CSR reports to SL and to Location/Airport Manager and functionally to the Area Manager **Job purpose**: The primary goal for a CSR Prom is to provide excellent customer service experience. This means offering the Customer a pleasant experience, welcoming him and involving him, completing the rental operations and...


  • Napoli, Italia Walgreens A tempo pieno

    Models and delivers a distinctive and delightful customer experience.Registers sales on assigned cash register, provides customers with courteous, fair, friendly, and efficient checkout service.Customer ExperienceEngages customers and patients by greeting them and offering assistance with products and services. Resolves customer issues and answers questions...


  • Napoli, Italia KGR A tempo pieno

    We are recruiting for an International company an Italian speaking Customer Representative to join their teams in **Athens**. **The role is based in Greece** **Missions**: - Develop your knowledge continuously to effectively answer customer queries and resolve potential issues - Act as a key focal point for our leading partners by answering basic...


  • Napoli, Italia Cross Border Talents A tempo pieno

    We are seeking a dynamic and driven Italian Speaking Sales Representative to join our team in Lisbon.This role offers a relocation bonus to help you make a smooth transition.Worktype: On-site Location: Lisbon, Portugal Relocation bonus included for candidates outside Portugal* Responsibilities: Daily contact with new and existing customers via telephone and...


  • Napoli, Campania, Italia Hudson Italy A tempo pieno

    Main Responsibilities: Assist clients on orderonline Deal with orders in the back office and liaise with logistics Followup on orders and liaise with customers, retail, buyers, etc Followup on all customer requests to ensure the brand provides the highest level of customer service in the industry Manage ongoing customer relationships utilizing our CRM tools...


  • Napoli, Italia Viva Wallet A tempo pieno

    As a member of the Sales Team in **Viva Wallet**, you will be providing a first-class face-to-face service in the field, aligned to customer needs and acting as a trusted partner in the defined geographical region. You could be based in any part of Campania and enhance our client-base from there. Working as part of a small, well trained and fully supported...


  • Napoli, Italia Hand & Stone Franchise Corp A tempo pieno

    Benefits: 401(k)401(k) matchingCompetitive salaryEmployee discountsFree uniformsHealth insuranceOpportunity for advancementTraining & developmentVision insuranceWellness resourcesDental insurance Are you looking for an opportunity to advance your career? Do you enjoy helping people find the best wellness solutions? Are you a passionate individual who is...


  • Napoli, Italia Hand & Stone Franchise Corp A tempo pieno

    Benefits: 401(k)401(k) matchingCompetitive salaryEmployee discountsFree uniformsHealth insuranceOpportunity for advancementTraining & developmentVision insuranceWellness resourcesDental insurance Are you looking for an opportunity to advance your career? Do you enjoy helping people find the best wellness solutions? Are you a passionate individual who is...


  • Napoli, Campania, Italia Hand & Stone Franchise Corp A tempo pieno

    Benefits: 401(k)401(k) matchingCompetitive salaryEmployee discountsFree uniformsHealth insuranceOpportunity for advancementTraining & developmentVision insuranceWellness resourcesDental insurance Are you looking for an opportunity to advance your career? Do you enjoy helping people find the best wellness solutions? Are you a passionate individual who is...

  • Service Group Leader

    6 giorni fa


    Napoli, Italia Revvity A tempo pieno

    **Role**: Responsible for the provision of high-quality service support to customers in Italy by leading the day-to-day activities of team of around 10 service engineers. **Main responsibilities**: - Ensure the delivery of best-in-class customer support (service level delivery, preventive maintenance, product solutions, customer and sales organization...


  • Napoli, Italia Co.Ca.Ma. srl A tempo pieno

    We are currently seeking a Sales Assistant who will report to the Store Manager as a part of our dynamic team in Via Toledo, Naples. **SALES ASSISTANT LIU JO UOMO_NAPOLI TOLEDO**: **Main responsibilities**: Collect and update customer information to ensure an efficient use of CRM and increase the customer satisfaction Finalize sales target achievements in...

  • Customer Service

    2 mesi fa


    Napoli, Italia Tribulations d'Anaïs A tempo pieno

    Responsibilities: Answer incoming calls to the help desk. Create customer trials and set up customer accounts. Required skills and qualifications: Strong telephone and computer skills. Exceptional English language and communication skills. Strong administration skills with a keen eye for detail. Demonstrated creativity and an ability to multi-task and...


  • Napoli, Italia Walgreens A tempo pieno

    Models and delivers a distinctive and delightful customer experience.Registers sales on assigned cash register, provides customers with courteous, fair, friendly, and efficient checkout service.In accordance with state and federal regulations, assists the pharmacist, under direct supervision, in the practice of pharmacy. Responsible for using pharmacy...


  • Napoli, Italia Walgreens A tempo pieno

    Models and delivers a distinctive and delightful customer experience.Registers sales on assigned cash register, provides customers with courteous, fair, friendly, and efficient checkout service.In accordance with state and federal regulations, assists the pharmacist, under direct supervision, in the practice of pharmacy. Responsible for using pharmacy...

  • Sell Out Executive

    3 settimane fa


    Napoli, Campania, Italia PUIG, S.L. A tempo pieno

    The OpportunityPrestige Retail Executive NapoliPosition: responsibility of Central and Southern Italy, preferably based in Napoli. What you'll get to doFunctions and responsibilities: The ideal candidate will join our commercial prestige team, reported directly to the Prestige Retail Manager, and will be responsible for our top-performing retail points in...

  • Sell Out Executive

    1 mese fa


    Napoli, Campania, Italia PUIG, S.L. A tempo pieno

    The OpportunityPrestige Retail Executive NapoliPosition: responsibility of Central and Southern Italy, preferably based in Napoli. What you'll get to doFunctions and responsibilities: The ideal candidate will join our commercial prestige team, reported directly to the Prestige Retail Manager, and will be responsible for our top-performing retail points in...

  • Internal Sales

    2 settimane fa


    Napoli, Italia Openjobmetis S.p.A. A tempo pieno

    Openjobmetis S.p.A. per Azienda cliente Leader innovativa nel settore packaging e operante in contesto internazionale, ricerca e seleziona **INTERNAL SALES - CUSTOMER SERVICE** **Posizione**: Lavorerai nella gestione commerciale di clienti assegnati al mercato estero, collaborerai con Key Account Manager o Sales Director; svolgerai un importante ruolo di...

  • Sales Consultant

    4 settimane fa


    Napoli, Italia Sidler - SA A tempo pieno

    On behalf of our esteemed Customer, Luxury Brand, We are recruiting the following profile, to join the team in St. Moritz: **SALES CONSULTANT / LUXURY BRAND / ST. MORITZ** - **Duties and Responsabilities**_ - Approach customers and offer them advice with an high level customer service, according to standard - Maintain high energy on the sales floor, with...