Customer Service Adviser - NPW

• This role provides an opportunity to develop strong selling skills. Regular training opportunities will be provided, however an appetite and natural aptitude for sales is required.
• The post holder will be required to work on split shift basis in one or across two locations.
• The post holder will be expected to work on rotational shift basis with at least 3 evening shifts per week.
• The post holder will be expected to have nonconsecutive days off and to work during weekends on some occasions.
• This role supports the Exams Business plans, in particular its B2C sales plan (and targets) and contributes to its achievement in Oman.
  
  
  

• Handle Examinations enquiries according to agreed British Council standards to convert enquiries into registrations.
• Create accounts, book students for consultations, courses and Examinations on British Council systems (e.g. TCMS, ORS, Salesforce).
• Share customer feedback and insight with the Customer Services Manager, Marketing departments.
• Make evidence-based recommendations to improve sales conversion rates.
• Ensure agreed customer management and compliance processes are followed.
• Acquire and maintain an excellent level of product knowledge.
• Register customer into desired course/Test and take payment according to cash-handling policy.
• Complete post-consultation administration according to agreed guidelines.
• Deliver accurate information to customers and manage their expectations to ensure a smooth customer journey.
• Support the delivery of examination services / products through leading on contact, registration and pay and post-test activities to defined quality standards, in order to meet customer needs and support the delivery of the in-country Examinations Business Development Plan.
• Coordinate with other Exams team members on an ongoing basis to ensure a seamless customer journey. This includes timely escalation of unresolved complaints to the concerned teams.
  
  
  

• Greet current and prospective students, parents, examination candidates and other customers in a warm, professional manner.
• Deal with ‘first level’ customer complaints and suggestions to agreed standards.
• Handle other enquiries (e.g. for Education and Arts events) according to agreed standards.
  
  
  

• Follow shift handover procedures in line with agreed system.
• Register examination candidates as per examinations board guidelines.
• Handle cash including charges for services, membership charges according to corporate standards.
• Maintain the usage of the examination logbook for collection of statements and certificates.
• Carry out daily reconciliations of cash collected before hand over to accountant.
  
  
  

• Assist at offsite events where Customer Service support is required.
• Ensure the front of house and consultation areas are suitably stocked with up-to-date display and promotional materials.
• Provide verification services for UK certificates.
• Conduct telephone-based surveys or gather other customer data.
• Regularly observe Exams venues.
  
  
  

• High School Certificate
• 1 year experience in a sales-focused role
• 1 year Experience in a customer service role either face to face or over the phone
• Experience working in academic or educational environment.
  
  
  

• University degree
• British Council product knowledge
  
  
  

• B2 level English - The British Council systems and global processes operate in English. Written and verbal proficiency in English is required.
• B2 level Arabic
  
  
  

• Strong communication skills and proven ability to build rapport with customers.
• Sales skills
• Intermediate command of MS Excel, Word and Outlook.
• Knowledge of Excel for data collection and collation.
  
  
  

• Communicating & Influencing (Level 2) - 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.
• Analysing data and problems (Level 1) - Able to break down problems into a list of tasks to be done and decide on appropriate action.
• Using technology (Level 1) - Able, with adjustments, if necessary, to use office software and British Council systems to do the job and manage documents or processes.
• Planning & Organizing (Level 1) - Able to plan own work over short timescales for routine or familiar tasks and processes.
  
  
  

• Role: Customer Service Adviser
• Number of positions: 02
• Department: English and Exams (CS)
• Location: Muscat, Oman
• Contract type: Hourly Paid Service Agreement
• Contract duration: Estimated to start November 2024 for one year.
• Other: This role is open to only Omani candidates.
• Background checks: Selected candidate will undergo appropriate police checks and must obtain three satisfactory references.
• Closing date: 23 October 2024
  
  
  

• All applications should be submitted only in English.
• It is advisable to apply in advance to avoid any technical issues at the last moment.