Sales & Customer Management Officer (Front Line)

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: Sunday, 5th May 2024 - 23:59 Malaysia Time (GMT +8)

Role Purpose: 

• The main duty of a Sales & Customer Management Officer is to ensure a high quality, welcoming and efficient integrated customer service experience to all new and existing customers with the purpose of meeting/exceeding sales and customer management targets across all British Council services.
• To act as British Council’s ambassador and provide top quality, welcoming and efficient integrated sales customer engagement experience to all new and existing customers and deliver Sales & Customer Management targets in order to enable the Council to meet its business targets and objectives.

Main accountabilities but not limited to the following:

Sales

• To meet and exceed all sales (new and existing students) targets and KPIs as set out by the Teaching Centre.
• Be accountable for individual’s & team’s monthly/quarterly sales (new and existing students) targets.
• Provide consultation services to students or parents on British Council courses and be the Single Point of Contact (SPOC) for prospects, guiding them through the journey from first enquiry to final sale.
• Administer placement tests to both local and overseas students where necessary, to ensure a good fit of products and learning needs.
• To maximise opportunities for cross selling and up selling
• Follow up with customers who had their consultations and/or placement tests but did not register with the purpose of offering them alternative solutions to enroll onto a British Council course.
• To maximize conversion rates of enquiries/placement tests to registrations by following up telephone and email enquiries, ensuring smooth customer enrolment process.
• To use Salesforce CRM to monitor daily sales performance so that appropriate actions can be taken to meet or exceed sales (new and existing students) targets.
• Provide an exceptional level of sales and customer management to all customers to ensure that all their needs and requests are taken care of.

Customer management & Re-registration

• To provide British Council students excellent post-sales services so that they enjoy a good experience with the Teaching Centre.
• Attend to all customers’ requests and enquiries through all British Council channels in a timely manner.
• Ensure that all existing customers are informed of re-registration promotions and periods through various channels as appropriate (e.g., in writing, telephone calls, EDM).
• To make regular follow up telephone calls to existing customers during the term with the purpose of engaging customers, maintain positive customer relationship and encouraging them to re-register.
• Register/reserve/waitlist students in appropriate classes and details are entered in the system accurately and followed up.
• To handle cash desk in the system accurately and payments received correctly for course registrations/placement test/examination registration and other products/services.
• Proactively make follow up calls with existing students according to the standardised engagement customer journey.

Marketing Support

• To closely work together with the Branch Manager implement marketing campaigns and activities for the English programmes in the centre.
• To support the preparation for onsite and offsite events of sales and customer management.
• To explore & suggest marketing opportunities and channels and to take part in the chosen events (e.g. road shows, educational fairs, open days and workshops).
• As per teaching centre sales and promotion plan, to effectively communicate, including to send SMS, Line and email messages, to prospects and students.

System

• Be proficient in using relevant systems, such as CRM, British Council student registration systems (TCMS & OBS) and other IT systems or platforms used to ensure smooth operation of the British Council.
• Daily reconciliation of individual revenue in TCMS

Product & Offer Knowledge

• To acquire and maintain an excellent level of product knowledge at all times by attending product training and observing classes.
• To acquire and maintain an excellent level of pricing, discounting and offer knowledge at all times through briefing and attending professional development and skills programmes.

Data collection and reporting

• To input Teaching Centre data, following British Council guidelines, in the relevant systems and ensure that all databases and reports are updated and recorded in a timely and accurate manner.

Housekeeping

• To ensure British Council promotional materials in public areas are up-to-date and professionally displayed with adequate copies.
• To monitor equipment and furniture in the front of house to ensure they are in good working order/condition.
• To ensure the front of house is well organised and tidy, meeting Council’s health and safety guidelines.

Others

• Any other teaching centre and SCM related duties as assigned by the Line Manager from time to time.

Role specific knowledge and experience

Essential

• At least 1 year experience in sales and customer management environment of education or services related field.

Desirable

• Relevant understanding of Customer Relationship Management (CRM) systems

Requirements

• Minimum with Undergraduate university degree or equivalent.
• Ability to work on rotating shift. Operation hours are 10am to 9pm.
• The business hours in Siam Square office is 10:00 to 20:30 from Monday to Sunday. The post holders in this location will work 8.5 hours per day (including 1-hour lunch break) and a 5-day week on a shift system from Monday to Sunday.

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.