Customer Management Executive

Date: 22-Jun-2022

Location: Mutiara Damansara, East Asia, MY

Company: British Council

 

Transformation has resulted in changes in skills requirements, roles, and numbers of roles required in the new operating model. The roles in the new operating model will be restricted to employees in the selection pool in the first instance. Selection for any jobs that remain unfilled following the agreed selection process will be conducted in line with the Global Recruitment policy.

 

Role Title: Sales & Customer Management Executive |Location: Damansara, Malaysia| Duration: Indefinite| Pay band: PB4/H

 

Role purpose

 

  • 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.

 

Main Accountabilities:

 

Sales & Account Servicing

 

  • To meet and exceed all sales (new and existing students) targets and KPIs as set out by the organisation.
  • Be accountable for monthly/quarterly individual & team’s sales (new and existing students) targets.
  • Provide consultation services to students or parents on British Council courses.
  • Administer placement tests to both local and overseas students where necessary, to ensure a good fit of products and learning needs.
  • Provide an exceptional level of sales and customer management to all customers to ensure that all their needs and requests are taken care of.
  • Follow up with customers who had their consultations and/or placement tests but did not register with the purpose of offering them alternative solutions to enrol onto a British Council course.
  • To maximise conversion rates of enquiries/placement tests to registrations by following up telephone and email enquiries, ensuring smooth customer enrolment process.
  • To use CRM to monitor daily sales performance so that appropriate actions can be taken to meet or exceed 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
  • Register/reserve/waitlist students in appropriate classes and details are entered in the system accurately.
  • To handle cash desk in the system accurately and payments received correctly for course registrations/placement test/examination registration and other products/services

 

Product & Offer Knowledge

 

  • To acquire and always maintain an excellent level of product knowledge by attending product training and observing classes.
  • To acquire and maintain an excellent level of pricing, discounting and always offer knowledge 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.

 

Housekeeping

 

  • To ensure British Council promotional materials in public areas are up-to-date and professionally displayed with adequate copies.
  • To monitor equipment and furniture in the front of house to ensure they are in good working order/condition.
  • To ensure the front of house is well organised and tidy, meeting Council’s health and safety guidelines.

 

General

 

  • Comply with the Standing Operating Procedures (SOP) as per the job requirement
  • 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
  • Participate in projects as agreed in Performance Agreement
  • Attend and/or complete all e-learning modules mandated by HR

 

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.

 

Role Requirements:

 

Language requirements

 

  • Good written and oral communication skills in English and Bahasa Malaysia.
  • Basic conversational communication skills in Mandarin.

 

Qualifications

 

  • Diploma/Degree in any discipline  

 

Specific Knowledge & Experience

 

  • At least 1-year experience in sales and/or customer service, preferably in the services industry
  • Competent IT skills
  • Relevant understanding of Customer Relationship Management (CRM) systems

 

Application closing date:  Sunday 10 July 2022 23:59 Malaysia time ‎(GMT+8)‎

 

 

We are committed to policies and practices of equality, diversity and inclusion across everything we do. We will support all employees to make sure their behaviour is consistent with this commitment.  We welcome discussions about specific requirements or adjustments to enable participation and engagement in our work and activities.