Customer Management Executive

Date: 24-Nov-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.


Role Purpose
•    To ensure a high quality and efficient integrated customer service experience (pre-sale and post-sale) for all new and existing customers across all British Council services. 
•    To support the sales team to achieve sales targets to enable the Council to meet its business targets and objectives. To act as British Council’s ambassador and provide top quality services to all new and existing customers meeting all Key Performance Indicators (KPIs)

 

Role context 
British Council Hong Kong is one of the biggest in the global network with thousands of adult and young learner students studying with us at any one time. We also have a large examinations operation facilitating the taking of UK examinations. In addition, we have enquiries on our educational and arts services as well. Our customers engage with us face-to-face, online, through email and via the phone.
 
Main accountabilities but not limited to the following: 
Operations 
•    Sales & Marketing Support - Pro-actively up-sell and cross-sell Teaching Centre and /or Exam products while registering students; participate and/or provide sales support for all sales and marketing events (in or out of the centre) with the purpose of creating awareness and generating enquiries for the Council. 
•    Registrations & Counter Service - Register/reserve/waitlist new and existing students accurately and in appropriate classes and details are entered in the system accurately and to handle cash desk in the system and payments received using correct credit card machines accurately for course/placement test/examination registrations and other products/services; Records are maintained and updated from time to time. 
•    Data input & Statistics keeping and reporting - Input Teaching Centre data in relevant systems and to ensure that all databases and reports are updated and recorded in a timely, accurate manner; Keep and maintain Teaching Centre and Examination statistics accurately from time to time.  
•    Housekeeping - Ensure British Council promotional materials in public areas are up-to-date and professionally displayed with adequate copies; Ensure the wider Sales & Customer Management team is supplied with adequate daily use resources, such as stationery and photocopier papers and to ensure the SCM team storeroom is well organised and tidy meeting Council’s health and safety guidelines. 
Customer Management
•    Customer care and support - Meet and exceed KPIs as set out by the Council; provide an exceptional level of customer service to all customers to ensure that all their needs and requests are taken care of. 
Support Duties 
•    Systems - Be proficient in using relevant systems, such as CRM, Campus and online booking systems to ensure smooth operation of the British Council. 
•    Product Knowledge - 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 pro-active approach required at all times. Observation of classes and ‘hands-on’ experience of the products is required. 
•    Offer Knowledge - 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 pro-active approach, including input and feedback received from customers, is expected. 
General - Other duties: 
•    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  
•    Participation in projects as agreed in Performance Agreement

 

Requirements:
•    Fluent Cantonese 
•    Good written and oral communication skills in English 
•    Communication skills in Mandarin
•    Diploma/Degree in any discipline (desirable)

 

Role specific knowledge and experience:
Minimum/essential
•    At least 1 to 2 years of solid experience working in a customer service/sales environment, preferably in the service industry 
•    Sales techniques (Confident and effective in up-selling and cross-selling British Council products) 
•    Competent IT skills 
•    Accuracy (very high level of accuracy is required for all tasks) 
•    Excellent customer care skills (pleasant telephone manner & excellent counter service
Desirable
•    Knowledge of CRM 
•    Complaints handling experience

 

Further Information 
Pay Band –  4/H (starts from HKD 14,170 per month)
Contract Type – Indefinite
Location – Tsim Sha Tsui, Hong Kong
Other Requirements 
– As we cannot sponsor work passes, applicants must already have the right to live and work in Hong Kong.
– Successful candidate will work a 5-day week, 44 hours including lunch break, 2 daily shifts from 09:00 – 22:00 on weekdays and 09:00 – 19:00 during weekend.

 

Closing Date – 8 December 2022 - 23:59 Hong Kong Time (GMT +8)

 

 

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.