**Experienced Sales and Customer Service Executive – English Online in the USA**

Are you a customer service expert with a passion for sales and a knack for delivering exceptional experiences? Do you thrive in a fast-paced, dynamic environment where no two days are ever the same? If so, we want to hear from you! blithequark is seeking an experienced Sales and Customer Service Executive to join our English Online team in the USA. **About blithequark** blithequark is a global organization that supports 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. With a presence in over 200 countries and territories, we are on the ground in more than 100 countries, reaching 650 million people in 2021-22. **About English Online** English Online is blithequark's bespoke 100% online Adults English course that enables customers to learn online from anywhere in the world. Our end-to-end customer experience is designed to put customers in control, offering a self-serve experience supported by a central point of contact to provide information, resolve service requests, and support the generation of new sales. **Key Responsibilities** As a Sales and Customer Service Executive, you will play a key role in delivering an excellent customer experience, helping us learn more about our customers, and supporting commercial success. Your key responsibilities will include: * 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: * Diploma / Degree or equivalent qualification, or equivalent work experience (at least 2 years). * Substantial experience in 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 environment. * Knowledge of the English language teaching industry. * Experience of working with online learning platforms. **What We Offer** As a Sales and Customer Service Executive at blithequark, you will have the opportunity to work with a global organization that is committed to making a positive impact on the world. You will be part of a dynamic team that is passionate about delivering exceptional customer experiences and supporting commercial success. We offer a competitive salary and benefits package, including: * A salary of $60,000 - $80,000 per annum, depending on experience. * A comprehensive benefits package, including health insurance, pension scheme, and paid time off. * Opportunities for career growth and professional development. * A dynamic and supportive work environment. **How to Apply** If you are a customer service expert with a passion for sales and a knack for delivering exceptional experiences, we want to hear from you! Please submit your application, including your CV and a covering letter, through our careers website. We look forward to hearing from you! **Closing Date** The closing date for applications is 17th of September 2023. We reserve the right to close the application process earlier if we receive a high volume of applications. **Equality, Diversity, and Inclusion** blithequark is committed to policies and practices of equality, diversity, and inclusion across everything we do. We support all staff to make sure their behaviour is consistent with this commitment. We want to address under-representation and encourage applicants from under-represented groups, in particular, but not exclusively, on grounds of ethnicity and disability. All disabled applicants who meet the essential criteria are guaranteed an interview, and we have Disability Confident Employer Status. **Safeguarding** The British Council is committed to safeguarding children, young people, and adults who we work with. We believe that all children and adults everywhere in the world deserve to live in safe environments and have the right to be protected from all forms of abuse, maltreatment, and exploitation as set out in article 19, UNCRC (United Nations Convention on the Rights of the Child) 1989. Appointment to positions where there is direct involvement with vulnerable groups will be dependent on thorough checks being completed; these will include qualification checks, reference checks, identity & criminal record checks in line with legal requirements and with the British Council's Safeguarding policies for Adults and Children. If you have any problems with your application, please email. Please note that applications to this role can only be considered when made through the Apply section of our careers website. Our 'ASK HR' email is only to be used in case of a technical issue encountered when applying through the careers website. Emails with supporting statements and CV/Resumes sent to this email address will not be reviewed and will be deleted. Apply for this job