
Job Description.
To 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.
- Company: British Council
- Location: Ghana
- State: Jobs in Accra
- Job type: Full-Time
- Job category: Customer Service Jobs in Ghana
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.
Method of Application
CLICK TO APPLY.
Closing Date : 2nd October, 2023