Experienced Sales and Customer Service Executive – English Online in the USA: Delivering Exceptional Customer Experiences and Driving Commercial Success

About the Role Are you a customer-focused professional with a passion for delivering exceptional experiences and driving commercial success? Do you have a proven track record in sales and customer service, with a strong understanding of international markets and cultures? If so, we want to hear from you! The British Council is seeking an experienced Sales and Customer Service Executive to join our English Online team in the USA. As a key member of our team, you will play a critical role in delivering an outstanding customer experience, supporting commercial growth, and helping us achieve our mission of building connections, understanding, and trust between people in the UK and countries worldwide. About the Company The British Council is the UK's international organization for cultural relations and educational opportunities. We work in over 200 countries and territories, with a presence in more than 100 countries. Our mission is to build connections, understanding, and trust between people in the UK and countries worldwide. We support individuals to gain the skills, confidence, and connections to transform their lives and shape a better world in partnership with the UK. Our work includes: * Providing high-quality education and training programs * Promoting cultural exchange and understanding * Supporting economic development and trade * Building partnerships and collaborations About the Team Our English Online team is a dynamic and customer-focused team that delivers a bespoke 100% online Adults English course to customers worldwide. We are committed to providing an exceptional customer experience, with a focus on self-serve experiences and a central point of contact to provide information, resolve service requests, and support the generation of new sales. As a Sales and Customer Service Executive, you will be part of a team that is passionate about delivering outstanding customer experiences and driving commercial success. Key Responsibilities As a Sales and Customer Service Executive, you will be responsible for: * Ensuring rapid, high-quality customer service and support for new and existing customers, primarily via email and webchat * Following standard operating protocols (SOPs) and delivering against service level agreements (SLAs) to resolve service cases appropriately * Providing a contact point for potential new customers to support sales and marketing efforts and help increase registrations * Providing operational support to resolve service requests and liaising with other support teams where necessary * Using Salesforce CRM and other management information systems to capture customer data and voice of customer, to help the business continually improve all areas of customer experience Main Accountabilities Your main accountabilities will include: * Customer Service: + Manage incoming customer service cases from active learners through to resolution, primarily via email and web live chat + Follow the standard operating procedures (SOPs) and service level agreements (SLAs) to maintain high levels of service + Manage incoming payment support requests - potentially including cancellations, refunds, payment failures, and updating payment details * Sales Support Communications and Engagement: + Respond to potential new sales enquiries quickly and effectively and with a superior level of information to encourage registrations + Actively support marketing efforts and promotions, ensuring new sales enquiries are logged and that any features or promotions are described accurately + Support the English Online team with communications and promotions to existing customers and campaigns + Support re-marketing campaigns to customers with expiring packages that may wish to re-purchase * Reporting, Insight, and Systems: + Help capture all customer service interactions, enquiries, complaints, and resolutions on CRM to support accurate reporting + Help capture voice of customer to help us develop insight about our customers and how we can improve all areas of their experience * Operational Support: + Following standard operating procedures that may be required to help resolve customer support requests * Relationships and Stakeholder Management: + Work with payment support teams, including the E-Commerce team, Shared Services Centre, and the English Online technical support team to ensure payment support tickets are resolved and that any repeat problems with payment solutions are identified + Work with teams supporting the English Online learner portal to help resolve service and information requests that relate to this + Occasionally act as a communication point for Teaching Centre Sales and Customer Service teams that have sales or customer service enquiries for English Online Essential Qualifications and Experience To be successful in this role, you will need: * A diploma or degree or equivalent qualification, or equivalent work experience (at least 2 years) * Substantial experience in a customer service role * Experience of working in an international context and with international customers * Experience of Customer Relationship Management (CRM) platforms and reporting tools * A working knowledge of Microsoft Office applications Preferred Qualifications and Experience While not essential, the following qualifications and experience would be beneficial: * Experience of working in a sales and customer service role in an online or digital environment * Experience of working with Salesforce CRM and other management information systems * Knowledge of international markets and cultures * Experience of working in a team environment Skills and Competencies To be successful in this role, you will need to demonstrate the following skills and competencies: * Excellent customer service skills, with a focus on delivering exceptional experiences * Strong communication and interpersonal skills, with the ability to build relationships with customers and stakeholders * Ability to work in a fast-paced environment, with multiple priorities and deadlines * Strong problem-solving and analytical skills, with the ability to identify and resolve complex issues * Ability to work independently and as part of a team, with a focus on collaboration and partnership * Strong attention to detail, with a focus on accuracy and quality Career Growth Opportunities and Learning Benefits As a Sales and Customer Service Executive, you will have the opportunity to: * Develop your skills and competencies in a dynamic and customer-focused environment * Work with a talented team of professionals who are passionate about delivering exceptional customer experiences * Contribute to the growth and success of the English Online team and the British Council * Access a range of learning and development opportunities, including training programs, workshops, and conferences * Work in a flexible and supportive environment that values work-life balance Work Environment and Company Culture The British Council is a global organization with a presence in over 200 countries and territories. We are committed to creating a diverse and inclusive work environment that values and respects the contributions of all employees. Our company culture is based on the following values: * Collaboration and partnership * Customer focus and excellence * Innovation and creativity * Integrity and accountability * Respect and inclusivity We offer a range of benefits, including: * Competitive salary and benefits package * Flexible working arrangements, including remote work options * Access to a range of learning and development opportunities * Opportunities for career growth and advancement * A dynamic and supportive work environment that values work-life balance Compensation, Perks, and Benefits We offer a competitive salary and benefits package, including: * A salary range of $60,000 - $80,000 per annum, depending on experience * A comprehensive benefits package, including health insurance, retirement savings, and paid time off * Flexible working arrangements, including remote work options * Access to a range of learning and development opportunities * Opportunities for career growth and advancement Conclusion If you are a customer-focused professional with a passion for delivering exceptional experiences and driving commercial success, we want to hear from you! As a Sales and Customer Service Executive, you will play a critical role in delivering an outstanding customer experience, supporting commercial growth, and helping us achieve our mission of building connections, understanding, and trust between people in the UK and countries worldwide. Apply now to join our team and take the first step towards a rewarding and challenging career with the British Council!