Customer Service Officer at British Council Tanzania

Job description

We support peace and prosperity by building connections, understanding and trust between people in the UK and countries worldwide. For 90 years we have shaped brighter futures through education, arts, culture, language, and creativity. Working with people in over 200 countries and territories, we are on the ground in more than 100 countries. We connect. We inspire. Role Purpose Support the effective delivery of British Council Exams and Customer Services operations in Tanzania by providing high-quality customer service, achieving sales and KPI targets, and ensuring a seamless customer experience. As a British Council ambassador, the post holder responds to enquiries on Exams services while operating in line with corporate standards, policies, and procedures. Main Accountabilities Deliver a high-quality and consistent customer experience across all channels by handling enquiries, registrations, reception activities, and customer records in line with British Council policies, service standards, safeguarding requirements, and brand values. Act as the first point of contact for customers, ensuring timely resolution or escalation of enquiries, maintaining accurate CRM data, supporting customer information sessions, managing social media interactions, and contributing customer insights to improve services and the overall customer journey. Achieve agreed sales, conversion, and income targets by building strong customer relationships, managing leads from enquiry to registration, conducting proactive follow-ups, and identifying cross-selling and upselling opportunities. Support the delivery of examinations services through candidate registration, payment processing, data management, income reconciliation, complaint resolution, and coordination with Exams teams to ensure accurate, compliant, and seamless service delivery. Perform any other administrative duties assigned by management. Qualifications & Skills Essential Higher Diploma and/or equivalent professional experience 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  Desirable Customer Service Professional Qualification Relevant qualification or training undertaken in Sales. Marketing and Communications experience.  Hands-on experience with CRM software is a plus Important Information Job Grade: 4/H Contract Duration: 4 Months FTC "subject to the start date" Location: Tanzania Closing Date: 19 September 2026 This role is only open for candidates who have the legal right to live and work in the job location A connected and trusted UK in a more connected and trusted world. Equality, Diversity and Inclusion Statement We are committed to equality, diversity and inclusion and welcome applications from all sections of the community as we believe that a diverse workforce gives added depth to our work. The British Council is a Disability Confident Employer. The Disability Confident scheme helps challenge attitudes, increase understanding of disability and ensure staff are drawn from the widest possible pool of talent. We guarantee an interview for disabled applicants who meet the minimum role requirements. We welcome discussions about specific requirements or adjustments to enable participation and engagement in our work and activities. Safeguarding Statement 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 in line with legal requirements and with the British Council’s Safeguarding policies for Adults and Children. If you experience any difficulties with submitting your application, please email askhr@britishcouncil.org