Consultant Sales and Customer Management

Working with people in over 200 countries and territories, we are on the ground in more than 100 countries. Develop sales culture and approach within the function. Provide a consistent and positive customer experience in line with the Global Customer Service Strategy and relevant corporate standards and polices.. Ensure the standard response bank is regularly refreshed to respond to customer queries Carry out all reception and registration duties in line with relevant corporate standards and policies. Record all forms of customer data and records accurately via agreed online and offline tools Contribute to the Voice of the Customer programme by regularly sharing weekly insights and comments gathered from customers through formal and informal channels Maintain an up-to-date contact database of all our customers, in relevant segments, within agreed CRM procedures Support delivery of high quality, up to date training and testing for young learners and adults and ensure that at all times, interactions are as per Teaching Centre standards and Corporate Child protection and Safe-Guarding policies Responsible for building own professional and product knowledge development through interaction with product managers and using learning portal To mentor and coach new team members in process and product training and supporting them in complex level 2 enquiries Sales Be accountable for agreed individual income and conversion targets on a monthly basis Build rapport with prospective customers to gain understanding and information to respond to their specific needs and requirements Be the single point of contact for assigned opportunities, guiding them through the journey from first enquiry to final sale Make outbound calls to support customers dropping out at different stages of the customer journey and track conversions. Capture all opportunities on CRM and send proactive communication to candidates to nurture leads as per process agreed with business Closely monitor and track conversion rates and achieve daily and monthly targets defined at centre level . Strive to improve conversion rate by keeping abreast of all changes to offering, observing classes , sharing insight with business teams regarding reasons for drop off and handling objections effectively 3 Maximise opportunities for cross-selling and up-selling and refresh and revise the benefit statements to improve conversion rates Proactively follow up customers who do not register after enquiry / consultation and gather information which can be used for future marketing purposes and/or service improvements Identify income opportunities and share with stakeholders Prepare contingency plans in case of lower than planned registration in different segments / centre or term Support to Teaching Centre To follow tasks listed in the Marketing Action Plan and Academic Quality Plan in agreement with the CSM and Teaching Centre Manager with a view to achieving student and test-taker numbers and income targets Register / reserve / waitlist students in appropriate classes, entering details accurately on TCMS, in a professional and friendly manner Collect and collate customer insights from regular interaction with prospects , students and test takers for all regular public courses into the agreed documentary scorecard management system to agreed timings and standards Collect and report money collected from customers for courses / books / examination registrations and other products / services daily according to FCCF and audit requirements, through cash desks and by issuing receipts for all income received; reconciliation and, processing refunds. Cash desks must be balanced and closed accurately with actual received income Create OBS accounts and monitor credit consumption as required. Record all corporate clients, sponsored students and all Regular Public Course students on Teaching centre registaion systems and learning portals. As part of the wider Customer Management and Sales Team serving both new and existing customers you will be required to support and assist your colleagues from time to time in tasks that ensure the smooth running of the Centre. These include participation at Sales & Marketing Events, Open Days, Parent Events, Seminars, Evening Receptions, off-site branches and Cross promotional activities for example. Comprehensive, proven experience as a customer service and sales executive Thorough understanding of marketing and negotiating techniques Fast learner and passion for customer service and sales Self-motivated with a results-driven approach