Sales & Customer Management Officer (Front Line)
3 weeks ago
**Role Purpose**:
- The main duty of a Sales & Customer Management Officer is to ensure a high quality, welcoming and efficient integrated customer service experience to all new and existing customers with the purpose of meeting/exceeding sales and customer management targets across all British Council services.
- To act as British Council’s ambassador and provide top quality, welcoming and efficient integrated sales customer engagement experience to all new and existing customers and deliver Sales & Customer Management targets in order to enable the Council to meet its business targets and objectives.
**Main accountabilities but not limited to the following**:
**Sales**
- To meet and exceed all sales (new and existing students) targets and KPIs as set out by the Teaching Centre.
- Be accountable for individual’s & team’s monthly/quarterly sales (new and existing students) targets.
- Provide consultation services to students or parents 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.
- Administer placement tests to both local and overseas students where necessary, to ensure a good fit of products and learning needs.
- To maximise opportunities for cross selling and up selling
- Follow up with customers who had their consultations and/or placement tests but did not register with the purpose of offering them alternative solutions to enroll onto a British Council course.
- To use Salesforce CRM to monitor daily sales performance so that appropriate actions can be taken to meet or exceed sales (new and existing students) targets.
- Provide an exceptional level of sales and customer management to all customers to ensure that all their needs and requests are taken care of.
**Customer management & Re-registration**
- To provide British Council students excellent post-sales services so that they enjoy a good experience with the Teaching Centre.
- Attend to all customers’ requests and enquiries through all British Council channels in a timely manner.
- Ensure that all existing customers are informed of re-registration promotions and periods through various channels as appropriate (e.g., in writing, telephone calls, EDM).
- To make regular follow up telephone calls to existing customers during the term with the purpose of engaging customers, maintain positive customer relationship and encouraging them to re-register.
- Register/reserve/waitlist students in appropriate classes and details are entered in the system accurately and followed up.
- To handle cash desk in the system accurately and payments received correctly for course registrations/placement test/examination registration and other products/services.
- Proactively make follow up calls with existing students according to the standardised engagement customer journey.
**Marketing Support**
- To closely work together with the Branch Manager implement marketing campaigns and activities for the English programmes in the centre.
- To support the preparation for onsite and offsite events of sales and customer management.
- To explore & suggest marketing opportunities and channels and to take part in the chosen events (e.g. road shows, educational fairs, open days and workshops).
**System**
- Be proficient in using relevant systems, such as CRM, British Council student registration systems (TCMS & OBS) and other IT systems or platforms used to ensure smooth operation of the British Council.
- Daily reconciliation of individual revenue in TCMS
**Product & Offer Knowledge**
- To acquire and maintain an excellent level of product knowledge at all times by attending product training and observing classes.
- To acquire and maintain an excellent level of pricing, discounting and offer knowledge at all times through briefing and attending professional development and skills programmes.
**Data collection and reporting**
- To input Teaching Centre data, following British Council guidelines, in the relevant systems and ensure that all databases and reports are updated and recorded in a timely and accurate manner.
**Housekeeping**
- To ensure British Council promotional materials in public areas are up-to-date and professionally displayed with adequate copies.
- To monitor equipment and furniture in the front of house to ensure they are in good working order/condition.
- To ensure the front of house is well organised and tidy, meeting Council’s health and safety guidelines.
**Others**
- Any other teaching centre and SCM related duties as assigned by the Line Manager from time to time.
**Role specific knowledge and experience**
Essential
- At least 1 year experience in sales and customer management environment of education or services related field.
Desirable
- Relevant understanding of Customer Relationship Management (CRM) systems
**Requirements**:
- Minimum with Undergraduate university degree or equivalent.
- Written and verbal proficiency in English
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