Contact Centre Executive, Exams

Date: 06-Aug-2022

Location: Hong Kong, East Asia, HK

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.
 

 

Payband: 4 (Monthly salary range:14500-16500 HKD (negotiable))
Department: Exams
Contract type: Indefinite
Location: Hong Kong

Number of job openings : 1 post


Role Purpose
To ensure a high quality and efficient integrated customer service experience for customers meeting all British Council Key Performance Indicators (KPIs) for customer satisfaction. By converting enquiries into sales support the wider exams team to achieve its annual business targets.

 

Main Accountabilities
Enquiry handling
Answer first level enquiries received in person, by mail, email, telephone or social media on relevant aspects of the UK and the British Council’s activities in a friendly and professional manner, invoking the principles of TIE in line with Customer Service standards; understand customer needs and turning enquiries into sales to meet the agreed sales conversion targets.

 

Registration 
Register Exams candidates in a professional and friendly manner, while adhering to the procedures in place; cross-sell relevant British Council services and products where appropriate.

 

Accurate databases /records, and projects
All databases and records, and information files are kept up to date in line with requirements outlined by AM – Customer Service; responsible for updating relevant knowledge files and databases (CRM) /web/ design posters in line with requirements outlined by AM-CS; acts as duty officer who ensures that designated tasks for the relevant shifts are completed.  


Requirements
•    Candidate must have the right to live and work in the country in which the role is based
•    Previous experience of working with customers in a service-oriented environment
•    Excellent customer care skills across multiple channels
•    Selling skills (confident and effective in up-selling and cross-selling British Council products)
•    Competent IT and numeracy skills (English and Chinese word processing)
•    Accuracy (very high level of accuracy is required for all tasks)


Benefits
•    20 days annual leave per year
•    Statutory benefits
•    Commercial insurance package including accidental insurance, life insurance, and supplementary medical insurance Provident Fund – if applicable
•    Professional development opportunities 

 

Closing date for application: Saturday, 27 August 2022  23:59 HK TIME (GMT+08)

 


 

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.