Customer Service and Sales Officer - Teaching Centre

We support peace and prosperity by building connections understanding and trust between people in the UK and countries worldwide. For 90 years we have shaped brighter futures through education arts culture language and creativity.

Working with people in over 200 countries and territories we are on the ground in more than 100 countries.

We connect. We inspire.

Join our dynamic team at the Agouza British Council and play a pivotal role in transforming lives through education. As a Teaching Centre Customer Service and Sales Officer you will be the face of our organization driving sales and delivering exceptional customer service to help students achieve their language learning goals.

Role Purpose

Achieve excellent sales results from new and existing students helping the Teaching Centre meet its sales targets. Act as British Councils ambassador providing seamless customer service and handling enquiries about British Council English language services while meeting agreed targets and KPIs.

Main Accountabilities

Customer Service Delivery

Provide a consistent and positive customer experience. Handle firstlevel enquiries professionally forwarding secondlevel enquiries to colleagues. Deliver accurate information to customers and manage their expectations. Perform reception and registration duties ensuring physical spaces reflect the British Council brand. Record customer data accurately. Share weekly insights from customers. Maintain an uptodate contact database. Ensure interactions comply with Teaching Centre standards and Corporate Child Protection policies.

Sales

Conduct sales consultations including speaking assessments. Achieve individual income and conversion targets monthly. Build rapport with prospective customers. Guide opportunities from first enquiry to final sale. Make outbound calls to support customers and track conversions. Capture opportunities on CRM and send proactive communication to nurture leads. Maximise conversion rates by communicating features and benefits of British Council offers. Monitor and track conversion rates achieving daily and monthly targets. Improve conversion rates by staying updated on offerings and handling objections effectively. Maximise crossselling and upselling opportunities. Follow up with customers who do not register after enquiry/consultation. Contact lapsed students to reintroduce them to our products. Build product knowledge through interaction with product managers.

Support to Teaching Centre

Follow the Marketing Action Plan and Academic Quality Plan to achieve student and testtaker numbers and income targets. Register/reserve/waitlist students in appropriate classes entering details accurately on TCMS. Distribute collect and collate satisfaction surveys for regular public courses. Collect and report money from customers for placement tests courses books examination registrations and other services daily according to FCCF and audit requirements. Balance and close cash desks accurately. Record corporate clients sponsored students and Regular Public Course students on TCMS.

Perform any other administrative duties assigned by Management.

About You

Proficient in English (B2 level). Higher Diploma or equivalent professional experience. Proven experience as a customer service and sales executive. Understanding of marketing and negotiating techniques. Fast learner with a passion for customer service and sales. Selfmotivated and targetfocused. Resilient. Strong communication skills (verbal and written). Ability to influence and negotiate. Commercial awareness. Problemsolving skills. Competent IT skills. Numerical skills.

Desirable

Customer Service Professional Qualification. Relevant qualification or training in Sales. Handson experience with CRM software is a plus.

Further information

Role: Customer Service and Sales Officer (45792)

Number of positions: 1

Pay Band: 4H

Location: Agouza Egypt

Contract type: Fixed term contract 1 years

Closing date: 10th May 2025 (23:59 Gulf Standard Time)

Other: This role is open to candidates who have the legal right to work and are located/based in Egypt.

*Please note that all applications should be submitted only in English.

*It is advisable to apply in advance to avoid any technical issues at the last moment

* The teaching centre department operates 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 (including late finishes and Saturday shifts)

A connected and trusted UK in a more connected and trusted world.

Equality Diversity and Inclusion Statement

We are committed to equality diversity and inclusion and welcome applications from all sections of the community as we believe that a diverse workforce gives added depth to our work. The British Council is a Disability Confident Employer. The Disability Confident scheme helps challenge attitudes increase understanding of disability and ensure staff are drawn from the widest possible pool of talent. We guarantee an interview for disabled applicants who meet the minimum role requirements. We welcome discussions about specific requirements or adjustments to enable participation and engagement in our work and activities.

Safeguarding Statement

The British Council is committed to safeguarding children young people and adults who we work with. We believe that all children and adults everywhere in the world deserve to live in safe environments and have the right to be protected from all forms of abuse maltreatment and exploitation as set out in article 19 UNCRC (United Nations Convention on the Rights of the Child) 1989. Appointment to positions where there is direct involvement with vulnerable groups will be dependent on thorough checks being completed in line with legal requirements and with the British Councils Safeguarding policies for Adults and Children.

If you experience any difficulties with submitting your application please email