Customer Service and Sales Assistant - Hourly Paid Rabat

Role Profile: Customer Service and Sales Assistant

* Role Purpose

The Purpose Of This Role Is To

* Represent the British Council professionally and deliver a high-quality, integrated enquiry and consultancy service across all English and Exams products and services.
* Demonstrate the required attitudes, behaviours, skills, and knowledge in line with British Council Customer Service Standards.
* Promote and cross-sell British Council products and services to achieve sales targets, KPIs, and support Teaching Centre and Exams teams in meeting annual business objectives.
* Role Context
* The Customer Services and Sales Team works on a shift basis to accommodate customer needs within operational constraints.
* The role may require occasional work outside standard hours, including weekends. Any additional hours will be compensated according to British Council policy.
* Post holders may be assigned to specialised hubs or teams and rotated regularly to gain wider skills and experience.
* Key Responsibilities / Main Accountabilities
* Customer Enquiries (New & Existing)
* Greet and serve face-to-face customers and respond to enquiries via walk-ins, phone, email, and social media professionally and politely.
* Encourage customers to book placement tests, consultations, register for exams, or attend events.
* Create and update CRM accounts, leads, opportunities, and cases to maintain accurate interaction history.
* Follow up on consultations, registrations, and events as reminders.
* Provide one-stop solutions or forward queries/complaints to the appropriate team for timely follow-up.
* Process refunds and transfer requests in line with policy.
* Sales
* Meet or exceed sales targets (new and existing students) and KPIs.
* Administer placement tests and provide consultation on British Council courses, acting as the Single Point of Contact from enquiry to sale.
* Register exam candidates professionally and efficiently.
* Cross-sell relevant British Council services and products.
* Conduct after-sales follow-up and encourage re-registration for upcoming terms.
* Make outbound calls to prospective and existing candidates to increase conversion rates.
* Registration & Financial Compliance

In Alignment With The Regional Cash Handling Policy

* Collect income and record transactions accurately in SAP or other financial systems.
* Reconcile and post all collected income daily.
* Meet financial, audit, and reporting requirements and report discrepancies promptly.
* Product and Offer Knowledge
* Maintain up-to-date product knowledge through training and class observations.
* Stay informed of pricing, offers, and discounts.
* Systems and Record-Keeping
* Use systems such as CRM, call centre tools, TCMS, and online booking platforms effectively.
* Maintain and update databases, statistics, and reports accurately and on time.
* Other Support Duties
* Participate in sales and marketing events to generate leads and promote services.
* Ensure front-of-house and consultation areas are stocked with updated promotional materials.
* Provide verification services for UK certificates.
* Conduct surveys or gather customer insights.
* Observe Teaching Centre classes or visit exam venues as required.
* Cluster Support
* Support colleagues across the cluster to ensure smooth operations.
* Participate in events such as Open Days, Parent Events, Seminars, Receptions, and Offsite Promotions.
* Perform other duties as assigned by the Line Manager.
* Person Specification
* Skills
* Strong communication skills and proven ability to build rapport with customers.

British Council Core Skills

* Communicating & Influencing (Level 1): Listens actively and communicates clearly with accuracy and awareness of diverse audiences.
* Analysing Data & Problems (Level 1): Breaks down problems systematically and takes appropriate action.
* Using Technology (Level 1): Competent in using office software and British Council systems.
* Planning & Organizing (Level 1): Plans own work effectively for routine tasks.
* Knowledge and Experience
* Essential: Customer service and sales experience.
* Desirable: Tele-sales, education sector experience, and CRM knowledge.
* Education & Qualifications
* Minimum: High School Certificate.
* Desirable: University degree.
* Languages
* Essential: Good written and spoken English.
* Additional Role Requirements
* Candidates must ensure they have legal right to live and work in the country where the role is based.
* Visa support may be provided at the discretion of the British Council and should be checked with HR.
* British Council Values and Behaviours

These values guide decision-making, interactions, and behaviour at all levels and will be assessed during selection:

* Open and Committed
* Expert and Inclusive
* Optimistic and Bold