Customer Service Officer

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.