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Customer Care Agent

Date: 12-Jan-2021

Location: Kuala Lumpur, East Asia, MY

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: 12 months fixed term contract| Location: Kuala Lumpur | Salary: Payband H starts from MYR 2,884 | Start Date: ASAP


Role Purpose

The main duty of a Customer Care Agent is to ensure a high quality and efficient customer service experience for all our customers via telephone, live chat and email.  

To act as British Council’s ambassador and provide top quality services to customers while meeting all KPIs in order to enable the British Council to meet its business targets and objectives. 


Challenges And Opportunities

-Weekend and shift based working rota 

-Extensive trainings provided 

-Chance to hone sales skills while communicating/networking with diverse group of customers 


Main Accountabilities   


Customer experience 

To deliver a unique British Council Customer Experience via telephone, live chat and email which supports the British Council brand, demonstrates our values, explains our purpose, promotes our ambitions and deliver the necessary emotional engagement to turn customers into a positive long term relationship for the British Council. 


Customer management  

To provide an exceptional level of customer service to all customers to ensure their needs and request are taken care of either via telephone or email.  


Specific tasks include 

-Achieve role specific KPIs including but not limited to call volumes, quality of service, call back and call abandon rates and resolution/conversion targets. 

-Convert new sales opportunities received via telephone, live chat and email. Sales support via telephone and email  

-To convert telephone, live chat and email enquiry leads to placement test bookings or for a face-to-face consultation with the English Services Consultant. This will also include follows up for leads generated via various marketing channels 




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 proactive 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/product knowledge at all times.


Database Management & Record Keeping 

Maintain and update all databases and reports in a timely and accurate manner 


Sales & Marketing Support 

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 



To be proficient in using relevant systems, such as online booking system, Live Chat, CRM and TCMS to ensure the smooth operation of the Teaching Centre. 


Other duties: 

-to comply with the Standing Operating Procedures (SOP) as per the job requirement 

-KPIs  - total calls answered,  quality of calls answered, first time resolution and escalations  

-work effectively with the wider Exams Team to enable knowledge sharing of best practice and suggest improvements to the customer journey  

-any other duties in support of the team’s operation, as designated by Line Manager 

-attendance at regular professional development, training and skills programmes as required 


The post holder will be required to work  on a shift system 5 days/week from Monday to Sunday,  Evening and weekend working is required on a regular basis.



▪ At least 1 year of related working experience in call centre operations, preferably in the services industry 

▪ Good written and oral communication skills in English and Bahasa Malaysia 


• Medical Insurance Plan  
• Provident Fund at 16% EPF employer contribution 
• 1 month contractual bonus that would be made payable in every December, upon successful completion of your probation - to be pro-rated  
• Professional development opportunities


Closing Date
If this sounds like what you are looking for, apply today – or before we close this on 26th January 2021(UK Time 23:59).

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