Customer Services Advisor

1 week ago

Ottawa, Canada British Council Full time

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.

Context:

The Customer Services team functions have evolved to a national level through the Spain Contact Centre and Sales teams. The Sales Advisor will provide a high level of customer service through all available channels.

The Spain Teaching business continues to grow and, in the post-pandemic business environment and increasing competence, the Customer Services and Sales Teams performs a vital role in our work with the public (parents, learners and our teaching center exams candidates), in helping to maintain and enhance our reputation for customer service excellence.

Role Purpose:

To support Customer Services operations in handling internal and external customer enquiries through face-to-face, voice and remote channels providing a high level of excellence in all aspects of customer experience.

To manage sales through the registration process for adults and YLs.

To meet or exceed customer expectations: customers expect to trust us, to be inspired by us and to find us easy to do business with, and this role contributes to this through front line and back office contact with customers.

Challenges & Accountabilities:

Customer & Sales support:

Deal with face-to-face, email and telephone enquiries from current and potential Teaching customers, providing information and advice on products, calendars and conditions of service and recording all interactions in the CRM system, when available.

Ensure registration of new customers (by cose follow up on prospects) and retention of the existing ones by facilitating a positive experience to all of them.

Ensure appropriate follow up and timely escalation of leads, queries, complaints and suggestions from Teaching customers.

Service delivery:

Support Teaching Operations and Shared Services Unit with the efficient delivery of back-office processes:

Registering students in the appropriate system and academic level as in OBS2, TCMS, Salesforce and others.

Ensure timely and efficient delivery according to Service Level Agreement and Escalation Matrix, compliant with Regional & Cluster standards and Customer Excellence KPIs.

Manage self and others:

Ensure accurate recording of customer interactions to support efficient reporting and informed decisions.

Ensure attendance to all required training and development initiatives in order to maintain up-to-date knowledge of Teaching systems, deadlines and procedures.

Pro-actively contribute to the culture of continuous improvement by reporting on feedback received from customers to define areas for improvement.

Tools and systems:

Utilise the existing resources as CRM, Telephony, digital signature in the right way to facilitate the follow up, guarantee standardise procedures and classification of interactions.

Role specific knowledge and experience

Minimum/essential

A relevant professional training (FP) or university degree qualification

Minimum one-year experience in sales. Desirable experience in face-to face sales

Experience in administrative environment working as part of a collaborative team.

Proven experience of working in Sales teams

Desirable experience of working with Teaching customers

Desirable experience of working with British Council systems (TCMS, Salesforce, etc)

Ability to work comfortably in English (B2), Spanish (C2 level) and Catalan (fluent).

Ability to work in other co-official Spanish language skills depending on the working centre.

Desirable

Desirable: Experience in the Use of Salesforce or similar CRM systems

A customer service qualification

  • Customer Service Advisor

    3 weeks ago

    Ottawa, Canada Purewater Full time

    Purewater is Ottawa’s leading specialist in the service and maintenance of pools, hot tubs, and billiard tables, providing years of expertise and quality customer service. Purewater offers one of the largest selections of games tables, darts, chemicals, and parts. As a Purewater employee, you are a partner in our company's success. You will be a part of a...

  • Customer Service Advisor

    2 weeks ago

    Ottawa, Ontario, Canada Purewater Full time

    Purewater is Ottawa's leading specialist in the service and maintenance of pools, hot tubs, and billiard tables, providing years of expertise and quality customer service. Purewater offers one of the largest selections of games tables, darts, chemicals, and parts.As a Purewater employee, you are a partner in our company's success. You will be a part of a...

  • Customer Service Advisor

    3 weeks ago

    Ottawa, Canada GCOC Full time

    **Geared for the Driven** At Relyk Oil, a franchisee of Great Canadian Oil ChangeSM (GCOC), it all starts with our people. We demonstrate that belief every day by living a safety culture that protects our team members and guests. Our drive-thru oil change experience lets you stay in your vehicle. Plus, we’ve stepped up extra safety measures in line with...

  • Customer Service Advisor

    2 weeks ago

    Ottawa, Ontario, Canada Mr. Lube - Barrhaven Full time

    Upper tech ad:Updated: August 19th 2023Location: 3767 Strandherd Dr, Nepean ONWe're not looking for someone who "needs a job." We're looking for someone who can make a difference in our customers' experience, learn some skills and earn an income. Sales experience is preferred.Job Overview: Ready for a Change? Named one of Canada's Best Managed Companies & 10...

  • Service Advisor

    4 weeks ago

    Ottawa, Canada AutoCanada Inc. Full time

    **Service Advisor** **Hunt Club Nissan** **Nepean ON** Are you looking to drive your career forward? We are looking for an experienced Service Advisor to join our growing team! You will play a key role in curating the service experience for our valued customers who service their vehicles at our dealership. Your love of cars & dealing with the public...

  • Service Advisor

    4 weeks ago

    Ottawa, Canada AutoCanada Inc. Full time

    **Service Advisor** **417 Nissan** **Gloucester, ON** We are looking for** **a **Service Advisor** who is passionate about delivering an exceptional customer experience to join our growing team! 417 Nissan** **is looking for a friendly and motivational individual to fill this position. You will play a key role in curating the service experience for our...

  • Service Advisor

    4 weeks ago

    Ottawa, Canada AutoCanada Inc. Full time

    **Service Advisor** **Hunt Club Nissan** **Ottawa, ON** We are looking for** **a **Service Advisor** who is passionate about delivering an exceptional customer experience to join our growing team! Northland Nissan** **is looking for a friendly and motivational individual to fill this position. You will play a key role in curating the service experience for...

  • Service Advisor

    2 weeks ago

    Ottawa, Canada Otto's Subaru Full time

    If you are looking to **ADVANCE** your career in a **POSITIVE**, fast-paced and **SUPPORTIVE** environment, this opportunity may be right for you. Otto’s Group is the National Capital Region’s premier automotive group. Our team is driven by the legacy of Otto Koller, instilling a 50-year passion for client care and the most dependable vehicles on the...

  • Customer Service Advisor

    4 weeks ago

    Ottawa, Canada Purewater Full time

    Purewater is Ottawa’s leading specialist in the service and maintenance of pools, hot tubs, and billiard tables, providing years of expertise and quality customer service. Purewater offers one of the largest selections of games tables, darts, chemicals, and parts. As a Purewater employee, you are a partner in our company's success. You will be a part of a...

  • Service Advisor

    4 weeks ago

    Ottawa, Canada Carling Motors Full time

    **Carling Motors is currently looking to hire a Service Advisor to join its Service Team!** The Service Advisor must promote the sale of the dealership parts and labor by building positive relationships with customers. They are responsible for providing solutions to the customer's automotive problems and making recommendations regarding maintenance and...

  • Service Advisor

    1 month ago

    Ottawa, Canada Carling Mazda Full time

    **Carling Mazda is currently looking to hire a Service Advisor to join our team!** The Service Advisor must promote the sale of dealership parts and labor by building positive relationships with customers. They are responsible for providing solutions to the customer's automotive problems and making recommendations regarding maintenance and long-term...

  • Service Advisor

    2 weeks ago

    Ottawa, Ontario, Canada AutoCanada Inc. Full time

    Service AdvisorHunt Club NissanNepean ONAre you looking to drive your career forward?We are looking for an experienced Service Advisor to join our growing team You will play a key role in curating the service experience for our valued customers who service their vehicles at our dealership. Your love of cars & dealing with the public coupled with your...

  • Service Advisor

    3 weeks ago

    Ottawa, Canada AutoCanada Inc. Full time

    **AutoCanada**, the largest publicly-traded automotive group in Canada, is **NOW HIRING** an experienced **Automotive Service Advisor **to work at 417 Nissan! This is your opportunity to get your foot in the door with an automotive group that believes in growing our talent, connecting with the communities that we serve, and building a brand that is...

  • Service Advisor

    2 weeks ago

    Ottawa, Canada Belair Lexus Full time

    **Job Overview** We are seeking a highly motivated and customer-oriented individual to join our team as a Service Advisor. As a Service Advisor, you will be the primary point of contact for our customers, providing exceptional service and ensuring their satisfaction with our automotive repair services. This is an excellent opportunity for someone with...

  • Service Advisor

    4 weeks ago

    Ottawa, Canada Belair Lexus Full time

    **Job Overview** We are seeking a highly motivated and customer-oriented individual to join our team as a Service Advisor. As a Service Advisor, you will be the primary point of contact for our customers, providing exceptional service and ensuring their satisfaction with our automotive repair services. This is an excellent opportunity for someone with...

  • Service Advisor

    2 weeks ago

    Ottawa, Ontario, Canada AutoCanada Inc. Full time

    AutoCanada, the largest publicly-traded automotive group in Canada, is NOW HIRING an experienced Automotive Service Advisor to work at 417 Nissan This is your opportunity to get your foot in the door with an automotive group that believes in growing our talent, connecting with the communities that we serve, and building a brand that is recognized across...

  • Service Advisor

    1 week ago

    Ottawa, Canada AutoCanada Full time

    AutoCanada , the largest publicly-traded automotive group in Canada, is NOW HIRING an experienced Automotive Service Advisor  to work at 417 Nissan! This is your opportunity to get your foot in the door with an automotive group that believes in growing our talent, connecting with the communities that we serve, and building a brand that is recognized...

  • Service Advisor

    4 weeks ago

    Ottawa, Canada Canadian Tire Kanata (Store 457) Full time

    Motivated to join a winning team? Entry level advisors being hired at a competitive wage scale with $19.00-$24.00/hr available The Automotive Service Advisor works in conjunction with the Auto Service Manager, Tower Operator and fellow coworkers to promote a customer first environment. An Auto Service Advisor initiates automotive services and repairs by...

  • Service Advisor

    2 weeks ago

    Ottawa, Ontario, Canada Otto's Subaru Full time

    If you are looking to ADVANCE your career in a POSITIVE, fast-paced and SUPPORTIVE environment, this opportunity may be right for you.Otto's Group is the National Capital Region's premier automotive group. Our team is driven by the legacy of Otto Koller, instilling a 50-year passion for client care and the most dependable vehicles on the road. We are...

  • Customer Service

    2 weeks ago

    Ottawa, Canada Alpha Auto Group Full time

    Alpha Auto Group ("AAG") is a growing and nationally focused auto dealer group based in Toronto, with various locations across Canada and the USA. AAG’s mission is deeply rooted in delivering best in class service for our valued customers by putting our customers first through world class service. With the ever increasing demand for support and service in...