Job Description

We support peace and prosperity by building connections, understanding and trust between people in the UK and countries worldwide. For 90 years we have shaped brighter futures through education, arts, culture, language, and creativity. Working with people in over 200 countries and territories, we are on the ground in more than 100 countries. We connect. We inspire. Pay Band: 4/H Salary: from MYR 2,884 per month Country/Location: Kuala Lumpur, Malaysia Department: Exams Contract Type: Indefinite Closing Date: Tuesday, 28 October 2025- 23:59 Philippine Time (GMT +8) Role Description/Purpose The purpose of this role is to help manage relationships with B2B (business to business) accounts-including businesses, schools, universities, and governmental organisations-to ensure customer success. This involves working closely with Delivery and Sales teams to support the customer's experience of the product or solution and help them achieve their goals. Role Accountabilities We are looking for a dedicated and detail-oriented Account Support Officer to help deliver outstanding service to our B2B clients across a designated territory. In this role, you will support the onboarding of new clients, ensuring they are registered in the appropriate British Council systems and set up for a smooth implementation of our products and solutions. You will train key stakeholders in partner organisations to use our platforms and resources effectively, helping them maximise the value of their partnership with us. Working closely with Delivery and Operations teams, you will monitor service quality, manage enquiries, and resolve service requests to ensure a seamless customer experience. You will play a key role in managing inbound service cases, collaborating with Sales, Delivery, and Operations teams to resolve issues within agreed timeframes. Your insights will help inform improvements in customer experience, and you will be responsible for capturing and managing client data in CRM (Customer Relationship Management) and other systems. By providing timely and accurate reports, you will help clients track delivery, engagement, and outcomes, while supporting account management and business growth. You will also contribute to feedback and monitoring activities, helping to identify opportunities for performance improvement and repeat business. In addition to service delivery, you will support business development by conducting research and identifying ways to add value to B2B relationships through British Council products, services, and resources. You will assist Account Managers in delivering annual account plans and maintaining strong client relationships. Financial and resource management will also be part of your responsibilities, including issuing invoices, managing payments, and maintaining accurate legal documentation. You will coordinate tasks across internal teams and external partners to ensure efficient service delivery and monitor completion against quality and time standards. If you are passionate about customer success, operational excellence, and building strong client relationships, we invite you to join our team and help shape the future of education and engagement across the region. Qualifications and Experience Education: University degree or equivalent in a relevant subject or discipline Certification and Professional Qualifications: Sales or Marketing qualifications Knowledge and Experience Essential 2+ years' experience of sales and/or account/customer management Good relationship management capability Desirable B2B Sales experience particularly with education and government sectors Experience of English Language Teaching and/or Assessment Familiarity with Salesforce or use of similar CRM Languages: Proficiency in the local language at C2 level for both speaking and writing, and English proficiency at B2 level for speaking and writing. Further Information Right to Work: Locally recruited Applications are welcomed from candidates currently in this location with a natural right to work. Applications are also welcomed from candidates currently based in other British Council country offices. However, please note candidates must have a natural right to work in the country, on a permanent basis, as immigration clearance and/or on-going visa support is not provided by the British Council for this role. Relocation support is also not provided. A connected and trusted UK in a more connected and trusted world. Equality, Diversity and Inclusion Statement We are committed to equality, diversity and inclusion and welcome applications from all sections of the community as we believe that a diverse workforce gives added depth to our work. The British Council is a Disability Confident Employer. The Disability Confident scheme helps challenge attitudes, increase understanding of disability and ensure staff are drawn from the widest possible pool of talent. We guarantee an interview for disabled applicants who meet the minimum role requirements. We welcome discussions about specific requirements or adjustments to enable participation and engagement in our work and activities. Safeguarding Statement 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 in line with legal requirements and with the British Council's Safeguarding policies for Adults and Children. If you experience any difficulties with submitting your application, please email askhr@britishcouncil.org

Skills Required