Call Centre Officer

We support peace and prosperity by building connections, understanding and trust between people in the UK and countries worldwide.

We work directly with individuals to help them gain the skills, confidence and connections to transform their lives and shape a better world in partnership with the UK. We support them to build networks and explore creative ideas, to learn English, to get a high-quality education and to gain internationally recognised qualifications.

Working with people in over 200 countries and territories, we are on the ground in more than 100 countries. In 2021–22 we reached 650 million people.

Pay Band: 3 / Grade J
Location : Bangkok, Thailand

Department : English Sales and Customer Management

Contract Type: Indefinite Local Contract

Closing Date: Tuesday, 10th September 2024- 23:59 Malaysia Time (GMT +8)

Role Purpose:

• To deliver a positive experience for all potential and existing Teaching Center, British Council customers with an aim to maximise our business. The aim is to provide first time resolution to teaching centre customers enquiries over the Phone, email, and Webchat. 
• Call centre need to handle all enquiries and to secure face-to-face or online appointments and to make placement test for prospects whilst ensuring a high-quality customer experience in handling enquiries about our English language services.

Main accountabilities but not limited to the following: 

To manage and handling Enquiries

• To answer all incoming calls with a polite and pleasant manner according to corporate telephone standards e.g., call greeting, call handling, and call closing.
• Make outbound calls to prospective and existing customers to promote the sales of Teaching centre products and services, and finding out their needs, issues and concerns and recommending a course that best suits them.
• To generate and/or raise interest level of the prospect with the intention of inviting him/her for a face-to-face or an online consultation with the English Services Consultant, take a placement test or attend a British Council event.

• To respond to telephone, webchat, digital channel enquiries that need following up within 24 hours unless research is required, and the enquiry cannot be answered immediately.

• To provide accurate information to prospects.

• To deal with ‘first level’ customer complaints and suggestions to agreed standards.

• To handle customers enquiries regarding services, products and materials are answered to agreed standards in an efficient, informed manner.

• Maximize conversion rates of enquiries to placement booking figures by communicating features and benefits of British Council offers, convincing and persuading prospects to enrol.

• To meet and exceed all inbound/Outbound call targets and KPIs as set out by the organization.

   

Customer Management Delivery

• Handle customers and student’s complaints and feedback received via phone, email, and digital channels. Act upon them in a timely manner according to the British Council Complaints policy and the Customer Services standards. 
• Process caller requirements in accordance with British Council’s approved operating procedures for Service Inquiry, Customer Support, Complaints, and related issues. This would include comprehensive data collection on caller details, service information delivery and query response.

Database Management & Record Keeping  

• Ensure a high level of proficiency in using relevant systems, including the Contact Centre telephony, Salesforce CRM, and booking systems.
• Maintain and update all databases and statistics and reports in a timely and accurate manner.
• Transfer data from Marketing Platform into CRM
• Enter customer information into the database and ensure that it is updated periodically. 
• Be accountable for monthly CTB/CTT targets.
• Maintain quality standards as per British Council standards framework by monitoring inquiries and improve quality.

Role specific knowledge and experience:

Essential

• At least 1 year of customer engagement working experience.
• Customer management experience, including complaint handling.

Desirable

• Experience in delivering sales.
• Experiences of working in business context environment.

Requirements: 

• University degree or equivalent in a relevant subject or discipline.
• Written and verbal proficiency in English is required. Also should able to speak and write local Thai language.

Locally Recruited

• Applications are welcomed from candidates currently in this location with a natural right to work.  
• Applications are also welcomed from candidates currently based in other British Council country offices. However, please note candidates must have a natural right to work in the country, on a permanent basis, as immigration clearance and/or on-going visa support is not provided by the British Council for this role. Relocation support is also not provided. 

A connected and trusted UK in a more connected and trusted world.

Equality , Diversity, and Inclusion (EDI) Statement

The British Council is committed to policies and practices of equality, diversity and inclusion across everything we do. We support all staff to make sure their behaviour is consistent with this commitment.  We want to address under representation and encourage applicants from under-represented groups, in particular, but not exclusively, on grounds of ethnicity and disability.  All disabled applicants who meet the essential criteria are guaranteed an interview and we have Disability Confident Employer Status. We welcome discussions about specific requirements or adjustments to enable participation and engagement in our work and activities.

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; these will include qualification checks, reference checks, identity & criminal record checks in line with legal requirements and with the British Council’s Safeguarding policies for Adults and Children.

If you have any problems with your application please email askhr@britishcouncil.org

Please note: Applications to this role can only be considered when made through the Apply section of our careers website. Our ‘ASK HR’ email is only to be used in case of a technical issue encountered when applying through the careers website. Emails with supporting statements and CV/Resumes sent to this email address will not be reviewed and will be deleted.