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Customer Management Assistant

Date: 20-Jul-2021

Location: Seoul, East Asia, KR

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: One year fixed term (renewable)
Location: Seoul
Salary: Pay Band J
Closing Date:  Tuesday 3 August 2021 - 23:59 Seoul Time (GMT +9) 

Role Purpose
•   To provide customer service to Adult learners during their studies with the British Council and support the sales team in achieving participation, lesson consumption and re-

     registration targets.
•   To act as British Council's ambassador and provide top quality services to all customers meeting all British Council Key Performance Indicators (KPls) and deliver

     exceptional level of customer service to enable the Council to meet its business targets.
Main Accountabilities
Customer Management {50%)
Customer face to face duties

•    Open and close the centre
     Greet all prospects in a warm, professional manner
•    Handle new customers

     welcome walk-in and support for their request 

     managing customer's visit for their placement test 

     making a confirmation call to the customers who booked/didn't turn up the placement test
•    Handle existing customers

     all the incoming calls for their enquires 

     library management and renting books 

     prompt and clear communication about any issues, suggestions complains and feedback from customers to SCM team, Academic team and other relevant staffs


Telephone and email enquires
•    Handle customers enquiries via phone
•    Handle centre official e-mails


Administration Support (35%)
•    Manage inventories and classrooms of centre
•    Manage booking and attendance of myClub, myClass orientation, demo lesson etc.
•    Support course payment & customer document
•    Manage OBS system; updating teacher change, room changes, and lesson cancellation and etc.
•    Support SMS activities
•    Provide support in researching and analysing customer behaviours and trends


Temp Staff Management Support (10%)
•    Support Branch Manager in training and managing all temp staffs in respective centre
•    Provide support to temp staffs in achieving customer satisfaction and objectives


Others (5%)
To support requests or tasks from staffs and teachers


Support Duties 
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 knowledge at all times. Liaison and training via sales and business managers will be required. 
Sales & Marketing Support 
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

General duties
•    administrative duties in support of the Teaching Centre Business Support team's operation, as designated by managers
•    attendance at regular professional development, training and skills programmes as required
•    any other duties or project work as assigned by the line manager


Be proficient in using relevant systems, such as online booking system, Customer Management System, CRM and TCMS to ensure the smooth operation of the Teaching Centre. 


Other Responsibilities and main duties: 
As part of the Teaching Centre Business Support team serving both internal and external customers you will be required to support and assist your colleagues from time to time in tasks that ensure the smooth running of the Teaching Centre operations. These include registering students, participation at in house or off-site promotional events, etc.


•    Graduate degree
•    Minimum 1 year of working experience in customer services
•    Written and oral communication skills in English (equivalent to IELTS level 6.0)
 Professional development opportunities 
Additional Information and requirement of the job
•   As we cannot sponsor work passes, applicants must already have the right to live and work in Korea.
•   We are open to the public from Mondays to Fridays 6.30am to 10.00 pm and on Saturdays/Sundays from 10.00am to 6.00 pm. 
•   The successful candidate will work a 5-day week on a shift pattern from Monday to Sunday. Evening and weekend work will be required on a regular basis. 


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.