As a Customer Service and Sales Manager at the British Council, I thrive at the intersection of strategy, customer experience, and sales excellence. My role focuses on driving revenue growth and ensuring customer satisfaction through innovative leadership and process optimization.I lead a high-performing team to achieve and exceed sales targets by designing and implementing strategic initiatives, setting clear goals, and monitoring performance metrics. Collaborating with Marketing and… Show more As a Customer Service and Sales Manager at the British Council, I thrive at the intersection of strategy, customer experience, and sales excellence. My role focuses on driving revenue growth and ensuring customer satisfaction through innovative leadership and process optimization.I lead a high-performing team to achieve and exceed sales targets by designing and implementing strategic initiatives, setting clear goals, and monitoring performance metrics. Collaborating with Marketing and Exams teams, I spearhead lead generation and customer retention campaigns while leveraging Salesforce CRM for data-driven decision-making and seamless reporting.In addition to managing sales, I am dedicated to delivering exceptional customer experiences. I map and measure the customer journey, implement policies to enhance service quality, and act as the country’s Complaints Manager, ensuring every customer concern is addressed effectively. My efforts are rooted in aligning operational excellence with the organization’s brand standards and goals. Show less

Provide a consistent and positive customer experience in line with the Ethiopia Customer Service Strategy and relevant corporate standards and polices• Handle first-level enquiries received in person, by email or telephone on relevant aspects of the British Council’s activities / products, in a friendly and professional manner.• Carry out all reception and registration duties in line with relevant corporate standards and policies. All physical spaces accessible to customers should… Show more Provide a consistent and positive customer experience in line with the Ethiopia Customer Service Strategy and relevant corporate standards and polices• Handle first-level enquiries received in person, by email or telephone on relevant aspects of the British Council’s activities / products, in a friendly and professional manner.• Carry out all reception and registration duties in line with relevant corporate standards and policies. All physical spaces accessible to customers should reflect the British Council brand• Record all forms of customer data and records accurately via agreed online and offline tools • Be responsible for managing promotional material stock; order promotional material for Teaching Centre and Exams activities, supporting the effective implementation of the British Council’s corporate brand identity to required standards• Support delivery of high quality, up to date training for young learners and adults and always ensure that, interactions are as per Teaching Centre standards and Corporate Child Protection and Safeguarding policies.• Coordinate with other Exams team members on an ongoing basis to ensure a seamless customer journey. This includes timely escalation of unresolved complaints to the concerned teams• Manage social media inquiries and complaints in an effective and brand-appropriate manner to create in-order to create better customer experience. • Any other administrative duties that may be assigned by management Show less