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Sales and Customer Management Executive

Date: 12-Oct-2021

Location: Ho Chi Minh, 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: Fixed term one year  Location: Ho Chi Minh  Salary: VND15360000 per month


Role Purpose
The main duty of a Sales & Customer Management Executive is to:
•   Secure excellent sales results whilst ensuring a seamless customer experience in handling enquiries about our English language services
•   Ensure a high quality, efficient and integrated pre and post-sale customer management experience for all customers and students across all British Council services.
•   To proactively engage with internal stakeholders to ensure KPIs and business needs are met.
•   Act as British Council’s ambassador and provide top quality services to all customers in order to enable the British Council to meet its sales targets.


Main Accountabilities

Sales & Account Servicing
•    To meet and exceed all sales (new and existing students) targets and KPIs as set out by the organisation.
•    Be accountable for monthly/quarterly individual & team’s sales (new and existing students) targets.
•    Provide consultation services to students or parents on British Council courses.
•    Administer placement tests to both local and overseas students where necessary, to ensure a good fit of products and learning needs.
•    Provide an exceptional level of sales and customer management to all customers to ensure that all their needs and requests are taken care of.
•    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 maximise conversion rates of enquiries/placement tests to registrations by following up telephone and email enquiries, ensuring smooth customer enrollment process. 
•    To use CRM to monitor daily sales performance so that appropriate actions can be taken to meet or exceed sales (new and existing students) targets.
•    Work with corporate customers via telephone, email, face-to-face channels from initial enquiries to course delivery with high standard customer services


Customer Management
•    To provide students at British Council with good post-sales service so that they enjoy a good experience with the organisation.
•    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).
•    Register/reserve/waitlist students in appropriate classes and details are entered in the system accurately.
•    To handle cash desk in the system accurately and payments received correctly for course registrations/placement test/examination registration and other

•    Daily reconciliation of individual revenue
•    Ensure that all databases and reports are updated and recorded in a timely and accurate manner


•    Be proficient in using relevant systems, such as CRM, TCMS, OBS and other IT systems or platforms used to ensure smooth operation of the British Council.


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



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.


•    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.


•    Comply with the Standing Operating Procedures (SOP) as per the job requirement
•    Any other duties as assigned by the Line Manager
•    Attendance at regular professional development, training and skills programmes as required
•    Full engagement with the performance management programme 
•    Participate in projects as agreed in Performance Agreement
•    Attend and/or complete all e-learning modules mandated by HR


Other Responsibilities and 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 may include covering duties at any of the branches of the British Council Vietnam. This may also include participation at Open Days, Parent Events, Seminars, Evening Receptions and Offsite Branch and Examination Promotions, for example.

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.

•   Candidate must have the right to live and work in the country in which the role is based.

•   Undergraduate degree
•   Minimum 2 years work experience in a B2C customer management and/or sales environment
•   IT skills, communication and customer relation skills, good problem-solving skills
•   Sales techniques

 •  Professional development opportunities
 •  Leave and Holidays
 •  Health Insurance


Additional Information

The teaching centres operate Monday to Sunday 8:30 am – 8:00 pm. The post holder will be required to work a 5-day week on a shift system from Monday to Sunday. Evening and weekend working is required on a regular basis


Closing Date:  Tuesday 26 October 2021  23:59 Vietnam Time (GMT +7) 


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

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.