Customer Services Officer

We support peace and prosperity by building connections, understanding and trust between people in the UK and countries worldwide. We work directly with individuals to help them gain the skills, confidence and connections to transform their lives and shape a better world in partnership with the UK. We support them to build networks and explore creative ideas, to learn English, to get a high-quality education and to gain internationally recognised qualifications. Working with people in over 200 countries and territories, we are on the ground in more than 100 countries. In 2021–22 we reached 650 million people. Department:  Customer Services Contract type:  Local standard, part-time (50% ie 17.5 working hours per week), definite for two years (initially) Payband:  local PB4 / H Starting salary: from 15 208,- CZK (gross monthly) Starting date : as soon as possible Role Purpose: To create and implement high quality Customer Service strategy ensuring a high-quality customer experience in handling enquiries in the fields of English language, Exams, Corporate and others.  Role Context: British Council Czech Republic represents British Council’s cultural relations activity through the delivery of English language courses, delivery of UK examinations in the fields of education, the arts and society. The post-holder will be based in the Prague office. Current performance of the Customer Services team as a single point of contact for customers enjoys strong reputation within the cluster and region and there are ambitious growth targets. Main Accountabilities: Customer support Deliver a range of administrative and/or customer service tasks within agreed corporate procedures, to maximise quality, continuity and efficiency. Receive and respond to enquiries from/to customers through all communication channels in all fields, including immediate assistance. Sales support Act as a single point of contact for all customers, guide them through the journey from first enquiry to final sale using CRM (Salesforce) correctly when acquire and maintain an excellent level of product knowledge, pricing and discounting. Maximise opportunities for cross selling. Use corporate financial systems and processes appropriately as part of the job and on behalf of a team. Meet all sales targets and KPIs as set out by the organization. Administrative and other support Maintain and update all databases and report in a timely and accurate manner. Provide support as agreed with the line manager. Managing self and others Plan and prioritise own work activities. Task and coordinate others including temporary assistants to complete time-limited, straightforward activities, within established procedures, in order to ensure efficient delivery of services. Requirements: Minimum/Essential: Proven previous experience of working in customer service environment; Advanced Computer skills; Use of Outlook, Excel, Word; Written and oral communication skills in English (B2) and Czech (C1); Secondary school leaving certificate. Desirable: Experience of working in the field of education; Understanding potential markets / customers; Bachelor´s degree or level equivalent. Additional Requirements: This post is 0.5 FTE, e.g. 17.5 hours per week. The successful candidate will work in shifts on work weekdays between 7:30 a.m. and 7 p.m. and on Saturdays from 8 a.m. till 1 p.m., covering the opening hours of the Prague office. Based on the operational requirements, the shifts may alternate. It will be important to plan leave carefully to work around registration for English courses and peak periods. The successful candidate must have a pre-existing right to live and work in the Czech Republic. Closing Date: Thursday 25 July 2024 A connected and trusted UK in a more connected and trusted world. Equality , Diversity, and Inclusion (EDI) Statement