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Telesales Executive

Date: 23-Feb-2021

Location: Hanoi, East Asia, VN

Company: British Council

The British Council builds connections, understanding and trust between people in the UK and other countries through arts and culture, education and the English language. We work in two ways – directly with individuals to transform their lives, and with governments and partners to make a bigger difference for the longer term, creating benefit for millions of people all over the world. We help young people to gain the skills, confidence and connections they are looking for to realise their potential and to participate in strong and inclusive communities. We support them to learn English, to get a high-quality education and to gain internationally recognised qualifications. Our work in arts and culture stimulates creative expression and exchange and nurtures creative enterprise. We connect the best of the UK with the world and the best of the world with the UK. These connections lead to an understanding of each other's strengths and of the challenges and values that we share. This builds trust between people in the UK and other nations which endures even when official relations may be strained. We work on the ground in more than 100 countries. In 2019-20 we connected with 80 million people directly and with 791 million overall, including online and through our broadcasts and publications.

Contract: Six-months contract | Location: Hanoi, Vietnam | Salary: Payband H starts from 15,359,155.38 VND | Start Date: ASAP
 
Role Purpose

To ensure that sales enquiries are handled promptly and to applicable standards. To support the successful achievement of targets for sales and customer experience metrics.

 

Challenges 

Working under high pressure
    

Main Accountabilities   

Sales Target
To meet and exceed all sales targets and KPIs as set out by the organisation
Telephone Enquiries
• To answer all calls within 45 seconds with a polite and pleasant manner according to corporate telephone standards e.g. call greeting, call handling, and call closing
• To generate and/or raise interest level of the prospect with the intention of inviting him/her to the centre for a face-to-face consultation with the English Services Consultant
• To follow up on prospects to remind them of the consultation appointments made

 

E-mail enquiries (New students)
• To answer within 24hrs with sufficient and accurate information
• To generate and/or raise interest level of the prospect with the intention of inviting him/her to the centre for a face-to-face consultation with the Sales and Customer Management Executive

 

SUPPORT DUTIES
Product Knowledge

• To acquire and maintain an excellent level of product knowledge at all times. Liaison and training via product owners will be a necessary part of this with a proactive approach required at all times. Observation of classes and ‘hands on’ experience of the products is required.
 

Offer Knowledge
• To acquire and maintain an excellent level of pricing, discounting and offer knowledge at all times. Liaison and training via sales and business managers will be required. A proactive approach, including input and feedback from frontline customer experience is expected.

 

Database Management and Record Keeping
• To maintain and update all databases and reports in a timely and accurate manner Sales and Marketing Support
• To provide participate and/or provide sales support in all sales and marketing events (in or out of the centre) with the purpose of creating awareness and generating leads for the centre

 

General
Other duties:
• Administrative duties in support of the team’s operation, as designated by Line Manager
• Attendance at regular professional development, training and skills programmes as required
• Full engagement with the performance management programme
 

PROJECT WORK
• To participate in projects as agreed in Performance Agreement

 

OTHER RESPONSIBILITIES AND MAIN DUTIES
As part of the wider Sales and Customer Management team serving both new and existing customers you will be required to support and assist your colleagues from time to time in tasks that ensure the smooth running of the Centre. This might include participation at Open Days, Parent Events, Seminars, Evening Receptions and Offsite Branch Promotions for example.

 

The successful candidate will work a five-day week on a shift system from Monday to Saturday.  Evening and weekend working is required on a regular basis.  

 

Requirements

  • At least 2-3 years of experience in a telesales, sales, customer services environment, preferably in the services industry
  • Graduate degree
  • Excellent written and oral communication skills in English and Vietnamese


Benefits

• Annual performance bonus and 13th month salary  
• Standard working hours of 37.5 hours and five days a week 
• 21 days annual leave and 15 days public holidays (combination of Vietnam and UK public holidays)  

• Group Insurance Program including Personal Accident Insurance and Health Insurance for 24 hour/day for you and your family members (Eligible spouse and children only) (Family member coverage is only applicable for employment contract of 12 months or more)

 

Closing Date 8th February 2021 - 23:59 Singapore Time (GMT +8)

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

 

Equality Statement

 

The British Council is committed to a policy of equality and to valuing diversity and is keen to reflect the diversity of the societies in which we work at every level within the organisation. We welcome applications from all sections of the community. We aim to abide by and promote equality legislation by following both the letter and the spirit of it to avoid unjustified discrimination, recognising discrimination as a barrier to equality of opportunity, inclusion and human rights. All staff worldwide are required to ensure their behaviour is consistent with our policies. 
The British Council has Disability Confident Employer Status. We offer a guaranteed interview scheme for disabled applicants who meet the essential criteria for the role. Applicants are encouraged to highlight any specific requirements or adjustments needed to enable participation in the recruitment process.


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