Customer Service, Sales and Marketing Advisor

Main Duties

Enquiry Handling:
 
• Ensure a courteous and efficient first point of contact for external customers visiting Accra office/country with customer expectations exceeded 
• Handle all online, telephone and face to face enquiries related to British Council activity in Ghana. 
• Ensure successful registration of candidates wishing to enrol for UK examinations and English language training programmes 
• Collect, analyse & report on feedback received from customers according to agreed standards 
• Collect and ensure up to date knowledge of all British Council programmes
• Key lead on exams product for Customer Service, Marketing + Sales team

Reporting and Monitoring Evaluation

• Compile monthly statistics on customer flow on both walk-in, online and telephone customers and send report to the management team
• Ensure the customer service centre is functioning to the agreed service levels; making sure customers are served quickly for short enquiries, queues are managed and customers have a positive experience of British Council. 
• Ensure feedback is solicited from customers 
• Ensure all customer service points reflect brand and corporate values including inter cultural and Equal Opportunities & Diversity (EO&D) and child protection policies 
• Key risks identified are escalated to line manager same day

Marketing Communications 

• Manage social media channels for British council
• Co-ordination and production of online and hard copy materials
• Communication schedules kept up to date, informative and accessible by wider team
• Manage and update content on website
• Manage the marketing of British Council events through email invitations 
• Assist in the coordination and implementation of British Council generic events such as Customer Service week
• Support with internal communications in the office and globally across British Council
• Support with the marketing of British Council projects and programmes
• Manage the Marketing Communications external suppliers register for British Council
• Devise and implement marketing plans for British Council Ghana
• Support the integration of online and offline marketing for British Council Ghana
• Support increase in sales and conversion for exams business


Events, facilities hire and visits

To assist the coordination of all aspects of  British Council customer service excellence programme and any other related activities
• Deliver the scheduling and customer expectations whenever British Council facilities are hired of facilities hire
• Assist in developing point-of-sale material (online and hard copy) for all programme areas
• Support customer policy decision making (pricing, complaints handling, terms and conditions of use, agreement contents)
• Ensure reputation of British Council brand is not compromised
• Ensure positive feedback for all project evaluations and de-briefing
• Liaison with speakers, participants and visitors in events/projects in line with BC brand values
• Liaison with external suppliers regarding the procurement of goods and services for team project
• Available to carry out front-of-house duties at all BC managed events 
• Provide logistical support to programmes and presentations for visiting BC staff and partners/stakeholders

Other administrative work: As required and delegated by the team members.

Special requirements for the job
Some evening and weekend work is required

Experience

Skills and Qualifications

• Recognised University Degree in a relevant discipline
• Experience of basic financial administration
• 2 years minimum Customer Service and Marketing experience 
• Customer Service Skills
• Marketing Skills
• Communication and Influencing Level 2
• Strong organisational skills
• Administrative skills
• Managing Projects – Level 1
• Experience of basic financial administration

Please click here to apply