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Customer Management Executive

Date: 13-Jan-2021

Location: Mutiara Damansara, 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: Indefinite | Location: Damansara, Malaysia | Salary: Starts from MYR 2,884 per month | Start Date: ASAP


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.

Challenges & Accountabilities 


Sales & Account Servicing
• To meet and exceed all sales (new and existing students) targets and KPIs as set out by theorganisation.
• Be accountable for monthly/quarterly individual & team’s sales (new and existing students)targets.


Customer Management
• 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

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 programmes.


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.


• Comply with the Standing Operating Procedures (SOP) as per the job requirement
• Any other duties as assigned by the Line Manager


Other Responsibilities and Duties
You will be required to support and assist with cover duties at other branches and participate in off site and onsite marketing events.




  • Good written and oral communication skills in English and Bahasa Malaysia
  • Diploma/Degree in any discipline
  • At least 1-year experience in sales and/or customer service, preferably in the services industry
  • Competent IT skills 




• Provident Fund at 16% EPF employer contribution, Medical insurance plan

• 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 

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: 27th January 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