Customer Management Assistant (Hourly Paid)

We support peace and prosperity by building connections, understanding and trust between people in the UK and countries worldwide.

We work directly with individuals to help them gain the skills, confidence and connections to transform their lives and shape a better world in partnership with the UK. We support them to build networks and explore creative ideas, to learn English, to get a high-quality education and to gain internationally recognised qualifications.

Working with people in over 200 countries and territories, we are on the ground in more than 100 countries. In 2021–22 we reached 650 million people.

Role Purpose
The main duty of a Sales and Customer Management assistant is to secure excellent admin works and to provide a high-quality of customer service.
The assistant will be expected to act as a British Council ambassador and provide top quality services to all customers, helping ECC and CMO to meet all Key Performance Indicators (KPIs) and enabling the Council to meet its sales and customer management targets.

Role context 
British Council Taiwan runs a range of face-to-face Young Learner and Adult courses for the general public at Xinyi, Shipai and Songshan teaching centres. The British Council plans to grow the work it does in the face-to-face market and welcomes applicants who can help make this happen. Excellent ability to help Sales and Customer Management (SCM) team to assist admin works, customer relations skills are required for this role.
 
Main accountabilities but not limited to the following: 
1. Make sure all the facilities and materials are ready for the daily operation in the teaching centres.
2. Closely Work with SCM team (English Course Consultants and Customer Management Officers) in order to support SCM team’s daily duties, such as Customer Relation Management system’s account and opportunity creation, placement test booking, make-up lesson booking, student leave records, re-registration support and etc.
3. Be aware of potential child protection issues and report to SCM team for further actions.
4. Provide prompt front desk service with good quality, such as greeting customers, guiding customers for placement test, answering phone calls and passing it to related teams for further actions.
5. Ensure guidelines are applied and upheld in line with Child Protection and Health and Safety policies.

Requirements:
•    Good written and oral communication skills in Mandarin and English catering to target market. Proficiency in a second language preferred.
•    Undergraduate degree 

Role specific knowledge and experience:
Minimum/essential
•    Cross Sales techniques
•    Competent IT skills
•    Excel Skills
•    Effective communication and engagement with children and their families
•    University students and fresh graduates are welcome
Desirable
•    Experience of working in a customer service/sales environment, preferably in the services industry
•    Knowledge of SAP & CRM

Further Information 
Salary –  TWD 200 per hour
Contract Type – hourly paid
Location – flexible in Xinyi, ShiPai or Songshan teaching centre, Taipei
Other Requirements 
– As we cannot sponsor work passes, applicants must already have the right to live and work in Taiwan.
•    The job position is long-term base. Each SCM assistant should work at least 16 hours per week according to shift schedule.
•    All SCM assistants should attend staff training scheduled later on.

Closing Date – 9 May 2024 - 23:59 Singapore Time (GMT +8)

A connected and trusted UK in a more connected and trusted world.

Equality , Diversity, and Inclusion (EDI) Statement

The British Council is committed to policies and practices of equality, diversity and inclusion across everything we do. We support all staff to make sure their behaviour is consistent with this commitment.  We want to address under representation and encourage applicants from under-represented groups, in particular, but not exclusively, on grounds of ethnicity and disability.  All disabled applicants who meet the essential criteria are guaranteed an interview and we have Disability Confident Employer Status. We welcome discussions about specific requirements or adjustments to enable participation and engagement in our work and activities.

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.