Customer Service and Sales Position
Organisation: British Council
Location: Tanzania
Job Grade: 4/H
Contract: 4-Month Fixed-Term Contract, subject to start date
Application Deadline: 19 September 2026
Job Description
The British Council is seeking an experienced customer service and sales professional to support the effective delivery of its Exams and Customer Services operations in Tanzania.
The successful candidate will provide high-quality customer service, support examination services, contribute to sales and income targets, manage customer enquiries and registrations, and help ensure a smooth and professional customer experience.
As an ambassador of the British Council, the post holder will represent the organisation professionally while responding to enquiries and delivering services in accordance with established policies, procedures, safeguarding requirements, service standards, and brand values.
About the British Council
The British Council supports peace and prosperity by building connections, understanding, and trust between people in the United Kingdom and countries around the world.
For 90 years, the organisation has helped shape brighter futures through education, arts, culture, language, and creativity.
The British Council works with people in more than 200 countries and territories and has an on-the-ground presence in over 100 countries.
We connect. We inspire.
Role Purpose
The role supports the effective delivery of British Council Exams and Customer Services operations in Tanzania.
Key areas of focus include:
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Providing excellent customer service.
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Supporting examination registrations and related services.
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Achieving agreed sales and Key Performance Indicator targets.
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Managing customer enquiries efficiently.
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Supporting income-generation activities.
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Maintaining accurate customer information and records.
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Providing customers with a seamless and professional service experience.
Main Responsibilities
The successful candidate will be responsible for:
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Delivering a high-quality and consistent customer experience across all customer service channels.
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Responding to customer enquiries accurately, professionally, and within agreed service timelines.
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Managing customer registrations and reception activities.
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Maintaining accurate and up-to-date customer records.
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Ensuring customer service activities comply with British Council policies, procedures, safeguarding requirements, service standards, and brand values.
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Acting as the first point of contact for customers seeking information about British Council services.
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Resolving customer enquiries where possible and escalating complex matters to the appropriate teams.
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Maintaining accurate information within Customer Relationship Management systems.
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Supporting customer information sessions and other engagement activities.
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Managing and responding to customer interactions through social media channels where required.
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Gathering and sharing customer feedback and insights to support improvements in services and the overall customer journey.
Sales and Customer Relationship Management
The role will also involve:
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Achieving agreed sales, conversion, and income targets.
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Developing positive and professional relationships with customers.
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Managing prospective customers from initial enquiry through to registration.
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Conducting proactive follow-ups with potential customers.
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Identifying appropriate cross-selling and upselling opportunities.
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Supporting initiatives designed to increase registrations and revenue.
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Maintaining an effective customer-focused and results-driven approach.
Exams Support
The successful candidate will support the delivery of British Council examinations by:
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Assisting candidates with examination registrations.
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Processing customer payments accurately.
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Maintaining examination-related customer and registration data.
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Supporting income reconciliation activities.
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Responding to and resolving examination-related customer complaints.
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Coordinating with Exams teams to ensure accurate and efficient service delivery.
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Ensuring examination services are delivered in accordance with British Council procedures and standards.
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Supporting other administrative duties assigned by management.
Essential Qualifications and Experience
Applicants should have:
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Higher Diploma and/or equivalent professional experience.
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Proven and comprehensive experience in customer service and sales.
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Good understanding of marketing and negotiation techniques.
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Strong passion for customer service and sales.
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Ability to learn quickly.
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Self-motivation and a results-driven approach.
Desirable Qualifications and Experience
The following will be considered an advantage:
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Professional qualification in Customer Service.
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Relevant qualification or training in Sales.
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Experience in Marketing and Communications.
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Practical experience using Customer Relationship Management (CRM) software.
Important Information
Job Grade: 4/H
Contract Duration: 4-month Fixed-Term Contract, subject to the start date
Location: Tanzania
Applicants must have the legal right to live and work in Tanzania.
Equality, Diversity and Inclusion
The British Council is committed to equality, diversity, and inclusion and welcomes applications from all sections of the community.
The organisation believes that a diverse workforce strengthens its work and enables it to better serve the communities in which it operates.
The British Council is a Disability Confident Employer and is committed to increasing understanding of disability, challenging barriers, and attracting talent from the widest possible pool of candidates.
Disabled applicants who meet the minimum requirements of the role are guaranteed an interview.
Candidates may also discuss any reasonable adjustments or specific requirements needed to participate fully in the recruitment process.
Safeguarding
The British Council is committed to safeguarding children, young people, and adults involved in its programmes and activities.
The organisation believes that all children and adults have the right to live in safe environments and to be protected from abuse, maltreatment, and exploitation.
Appointments to positions involving direct contact with vulnerable groups will be subject to appropriate background and safeguarding checks in accordance with applicable legal requirements and British Council safeguarding policies.
Application Support
Candidates who experience technical difficulties while submitting their applications may contact:
How to Apply
Interested and qualified candidates should submit their applications through the official British Council recruitment portal using the link below:
Application Deadline
19 September 2026
