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myClass Student Advisor

Date: 28-Apr-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: Initial one-year contract with potential extension  | Location: Ho Chi Minh City  | Salary: Starts from VND 15,360,000 per month | Start Date: ASAP


Role Purpose

To provide customer service and learning support to Adult myClass learners (including IELTS Premium) during the course of their studies with the British Council and achieve lesson consumption and re-registration targets.
To work as part of the Adult academic team in supporting the administration of myClass processes and systems, as well as contributing to the development and implementation if myClass strategy.
To provide quality services to all customers, meeting British Council Key Performance Indicators (KPIs), in order to enable the Council to meet its business targets.

Challenges & Accountabilities 



  •    Opportunity to work in a dynamic, international working environment
  •  Opportunity to demonstrate and develop skills in systems management, academic consultations and education consulting.



  •  Requires both strong interpersonal skills and strong organizational and administrative skills
  •   Requires the ability to work effectively in both Vietnamese and English


A.    Customer care and Academic support

  • Provide initial induction sessions to new myClass customers (including IELTS Premium) on how to get the best out of myClass – scheduled and delivered on a regular basis
  • Help customers plan their studies through either Pathways or through personalised learning journeys
  • Follow up and respond to student enquiries and feedback and reply or provide solutions regarding academic matters in a timely manner
  • Follow up with students throughout their course of study according to the regional standards. This include follow ups with students who are on-track or off-track from their course and proactively keeping existing students informed and updated on their package expiry and/or lesson credits remaining for their course and advise SCMEs on re-registration options when needed


B.    Data collection and reporting

  •  Establish systems / processes to keep track of all follow up records and manage student information which feeds into continuous product and services improvement.
  •  Run timely reports in order to follow up on existing students and analyse customer information / behaviour


C.    Support Duties
-    Be proficient in using relevant systems, such as the online booking system (OBS), the OBS Assist, CRM and TCMS to ensure the smooth operation of the Teaching Centre
    Academic projects
-    Liaise with Academic Team to deliver and manage Academic projects effectively.
   Product Knowledge
-    Always acquire and maintain an excellent level of product knowledge. Liaison and training via product owners will be a necessary part of this with a proactive approach required at all times
    Offer Knowledge
-    Maintain an excellent level of pricing, discounting and offer knowledge at all times to maintain or improve re-registration or conversion rates. Liaison and training via sales and business managers will be required.
    Sales & Marketing Support
-    Provide sales support in all sales and marketing events (in or out of the centre) with the purpose of creating awareness for the centre given that these events are not in conflict with main Customer Care and Academic Support duties
   General duties
-    Administrative duties in support of the Teaching Centre Business Support team’s operation, as designated by managers


  •  Full professional independence in the use of English and Vietnamese.  English: CEFR C1 or equivalent
  •  Undergraduate degree
  • Knowledge and experience of working in an educational contexT
  •  At least 2 years working in customer services
  • Experience of working with various information management systems (CRM, Microsoft Excel, etc...) 


• Standard working hours of 37.5 hours and five days a week 
• 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) 
• Extensive training and development opportunities, both local and within the global network


Additional Information : The post holder will be required to work a five-day working week. He/she will be required to work on weekday evenings and on weekends on a regular basis depending on operational needs.


Closing Date: 12th May 2021 (23:59 Singapore Standard 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

<span style="font-family:"Times New Roman",serif"><span style="font-family:"72",sans-serif">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.