Customer Service and Sales Manager by British Council

British Council View all jobs

  • Accra
  • Contract
  • Full-time
  • 2 months ago
Job DescriptionTo lead the customer management and sales function in the delivery of Exams sales targets and KPIs. Furthermore, to motivate and foster a good team spirit that enables high quality, efficient and positive experience for customers, clients, and stakeholders as per the agreed Service Level Agreement.Main accountabilities but not limited to the following:
  • Build, lead, and motivate the Sales and Customer Management team to achieve and exceed new sales and conversion KPIs.
  • Run the day-to-day operation of British Council Customer Services in accordance with corporate standards and policies.
  • Map the Customer Journey, measuring the customer experience regularly to make improvements.
  • Work closely with Marketing on lead generation strategies.
  • Facilitate a monthly session that analyses NPS trends and reasons impacting performance.
  • Monitor test day experiences on a quarterly basis and use observations for continuous service improvement.
  • Recruit and line manage members of the Customer Service Team as per British Council guidelines and standards.
Role-specific knowledge and experience:
  • Ability to lead a sales team.
  • Dedication to providing great customer service
  • Excellent written and verbal communication skills
Minimum requirements:
  • University Degree or degree-level (level 5 or above) qualification, and/or equivalent professional experience
  • At least three years of experience in planning and implementing sales strategies, customer relationship management, and managing and directing a sales team.
Desirable:
  • Customer Service Professional Qualification
  • Marketing Qualification
  • Knowledge of SAP, CRM
Further Information
  • Pay Band - BRC-6-F
  • Contract Type - Two (2) Year Fixed Term Contract
  • Department: Exams
  • Location: Accra, Ghana
  • Language requirements: English level C1
  • Role holder must have existing rights to live and work in the country the role is based.
  • The Exams business units operate six days a week with Saturdays and weekday evenings usually times of peak demand. Working schedules are subject to variations to account for activity patterns and will involve unsocial working hours
  • Closing Date - 2 October 2023 Applications will close at 23:59 South Africa Time
HOW TO APPLYClosing Date : 2nd October, 2023

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