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Sales and Customer Management Executive

Date: 04-May-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.

 

Location: Seoul, Korea
Pay band: Pay band 3/J
Department: English Sales and Customer Management
Contract Type: 1 year (renewable)

 

Role Purpose
•    To ensure a high quality, efficient integrated customer service experience for all new and existing students across the British Council Teaching Centre. 
•    To act as British Council’s ambassador and provide top quality services to all new and existing customers meeting all Key Performance Indices and deliver Sales & Customer Management targets in order to enable the British Council to meet its business targets and objectives.

 

Main opportunities/challenges 
•    To ensure income targets are met or exceeded
•    To ensure KPI targets are met or exceeded
•    To ensure conversion and re-registration rates are met or exceeded
•    To ensure customer satisfaction targets are met or exceeded

 

Main Accountabilities
1.    Sales & Customer Management (75%)

 

New registration and Re-registration of students for Teaching Centre sales 
-    Be accountable for monthly sales and re-registration rate targets and monitor class fill 
-    Close the sale, maximising enrolment and protecting target achievement
-    Be accountable for refund requests of sales made and minimize the refunds 
-    Proactively present accurate and relevant Selling Points and Unique Selling Points on services offered by British Council Korea
-    Be the Single Point of Contact for prospects, guiding them through the journey from first enquiry to final sale
-    Maximise opportunities for cross selling and up selling
-    Register/waitlist students in appropriate classes and details are entered on the British Council system accurately  
-    Follow up on customers who book placement tests but do not turn up, and customers who test but do not place

 

Customer Face-to-Face Duties 
-    Evaluate accurate English proficiency level for students by administering and delivering placement tests when necessary
-    Provide face-to-face consultations to all customers in the centre by finding out their needs, issues and concerns in a warm, professional manner
-    Be the first point of contact at Front of House for refund request and resolve all complaints/feedback
-    Ensure that all records are updated and maintained accurately in a timely manner from time to time
-    Handle cash desk accurately in the system and payments received correctly for course/placement test registration and other products/services 
-    Distribute promotion materials to customers
    
Other Customer Liaison and Follow Up 
-    Revisit lapsed students via phone to reintroduce them to our products (warm calling)
-    Conduct phone based surveys from time to time on why students did not register with us or return to us.
-    Follow up with existing students on incidents e.g. absent / movement and cancellation or failing students
-    Arrange and support meetings with teachers and translation
-    Ensure that all existing customers (in the case of Younger Learners – their parents) are informed of re-registration periods in writing, telephone calls and class visits in a timely manner.
-    Provide post-sales customer management support to all Teaching Centre students as required from time to time in a professional manner meeting Council KPIs

 

Telephone & Email Enquiries 
-    Maximise conversion rates of enquiries to sales figures by communicating features and benefits of British Council offers, convincing and persuading prospects to enrol   
-    Handle enquires from new and existing students meeting British Council standards

 

2.    Support Duties (15%)

 

Product Knowledge  
-    Acquire and maintain an excellent level of product knowledge at all times
-    Liaise and train via product owners will be a necessary part of this with a proactive approach required at all times
-    Observe classes and hands-on experience of the product is required 

 

Offer Knowledge  
-    Acquire and maintain an excellent level of pricing, discounting and offer or package knowledge at all times in order to be able to counsel and guide students in their study pathways
-    Liaise and train via sales and business managers will be required—a proactive approach, including input and feedback from frontline customer experience is expected
-    Acquire and maintain an excellent level of pricing, discounting and offer or package knowledge of competitors to include mystery shopping exercises to gather market intelligence 

 

Other duties
-    Administrative duties in support of the team’s operation or any other duties as assigned by the line manager
-    Attend at regular professional development, training and skills programmes as required
-    Engage fully with the performance management programme 
-    Monitor equipment and furniture in FOH area to ensure in good working order/condition and stationary stock check in all classroom
-    Ensure that all databases and reports are updated and recorded in timely, accurate manner

 

3.    Project Work (10%)
Participate in projects as agreed in the performance management and professional development 

 

Other Responsibilities and Main Duties
As part of the wider Sales and Customer Services team serving both new and existing 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. This might include registering students, participation at Open Days, Parent Events, Seminars, Evening Receptions and Offsite Branch and Examination Promotions, for example. 

 

Requirements
•    You must have the right to live and work in the country in which the role is based.  
•    Written and oral communications skills in English (IELTS AC module 6.5)
•    Fluent in Korean 
•    University degree
•    At least 1-2 years of experience of working in a customer service/sales environment (and/or in the same industry)

 

Role Specific Skills
Working with Children
•    Effective communication and engagement with children and their families
•    Ability to work in a way that promotes the safety and well-being of children

 

Benefits
•    21 days of Annual Leaves – to be pro-rated
•    Professional development opportunities

 

Closing Date:  Monday, 17 May 2021- 23:59 Singapore 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