Customer Service and Sales Manager Ghana

Role Purpose

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 a high quality, efficient and positive experience for customers, clients, and stakeholders as per agreed Service Level Agreement.

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’ 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
• Remuneration: GHS 8,319.00 per month plus benefits
• 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 – 20 August 2023 applications will close 23:59 East Africa Time