Customer service and sales officer

OVERVIEWThe British Council is the United Kingdom's international organisation for cultural relations and educational opportunities. For over 90 years, it has built connections, understanding and trust between people in the UK and countries worldwide through education, arts, culture, language and creativity.The organisation works with people in more than 150 countries and reaches over 700 million people.The British Council invites applications from suitably qualified and customer-focused candidates for the position of Customer Service and Sales Officer, based in Blantyre, Malawi.The successful candidate will represent the British Council by delivering excellent customer service, responding to enquiries about its programmes and examination services, converting enquiries into registrations, and building strong relationships with prospective candidates.JOB TYPE: Full Time – Fixed-Term ContractCONTRACT DURATION: Two (2) yearsBASIC MONTHLY SALARY: MWK 1,416,666.67Date Posted: Friday, 6th November 2026Application Deadline: Sunday, 15th November 2026, at 23:59 local timeDuty Station: Blantyre, MalawiPOSITION: CUSTOMER SERVICE AND SALES OFFICERJOB SUMMARYThe Customer Service and Sales Officer will deliver a seamless and positive customer experience across multiple communication channels. The role involves handling customer enquiries, providing accurate information, managing expectations, and supporting customers throughout their journey with the British Council.The successful candidate will also contribute to achieving or exceeding sales targets by converting enquiries into registrations, identifying opportunities for cross-selling and up-selling, and maintaining strong customer relationships.DUTIES AND KEY RESPONSIBILITIES1. Customer Service and SalesHandle customer enquiries across multiple channels and provide accurate information about British Council programmes and examination services.Deliver a positive and seamless customer experience from the first enquiry to the final sale.Proactively follow up on customer enquiries and nurture prospective customers.Convert enquiries into registrations and maximise opportunities for cross-selling and up-selling.Achieve agreed monthly income, sales and conversion targets.Understand customer needs and address objections effectively.Manage customer expectations and ensure consistent service delivery.2. Examination Services SupportSupport examination registration processes.Assist with payment processing and related administrative activities.Support post-test activities and ensure compliance with examination quality standards.Maintain accurate records and supporting documentation.Ensure examination-related activities meet audit and operational requirements.3. Customer Records and Data ManagementMaintain accurate and up-to-date customer records.Manage customer information in accordance with established procedures.Contribute to customer insights and reporting.Support the use of customer data to improve service delivery and sales performance.4. Social Media and Customer EngagementManage social media enquiries and complaints professionally.Respond to customer questions through approved digital communication channels.Ensure customer concerns are handled promptly and appropriately.Support the maintenance of positive customer relationships and the British Council's reputation.5. Administration and Payment ProcessingAssist with processing customer payments.Create purchase orders as required.Support routine administrative activities within the English and Exams Department.Ensure compliance with relevant procedures and internal controls.6. Safeguarding and ComplianceAdhere to British Council safeguarding and child protection policies.Maintain professional conduct when dealing with customers and stakeholders.Ensure all customer interactions reflect the British Council's brand values and global service standards.