Job Description

Sales and Customer Management Executive

Date: 12-Jan-2023 Location: Penang, East Asia, MY 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 \xe2\x80\x93 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.


Role Purpose:
The main duty of a Sales & Customer Management Executive is to:

• 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\xe2\x80\x99s ambassador and provide top -quality services to all customers to enable the British Council to meet its sales targets.

Main accountabilities but not limited to the following:


Relationship and stakeholder Management

• SALES AND CUSTOMER MANAGEMENT
  • To meet and exceed all sales (new and existing students) targets and KPIs as set out by the organisation.
  • Attend to all customer requests and enquiries through all British Council channels on time.
  • Provide consultation services to students or parents on British Council courses and Exams services.
  • To maximise conversion rates of enquiries/placement tests to registrations by following up telephone and email enquiries, ensuring a smooth customer enrolment process.
  • Register students using computer applications, issue books and collect fees.
  • Build long term relationships through excellent customer service.
  
  

• TEACHING CENTRE MATERIAL INVENTORY
  • Manage material budget and procure magazine stocks of the teaching centre.
  
  

• INTERNATIONAL STUDENTS \xe2\x80\x93 VISAS AND RECORDS
  • Manage the records of all international students and work closely with the visa consultant on all applications.
  
  

• OTHER DUTIES
  • Any other duties in support of the team\xe2\x80\x99s operation, as designated by the Line Manager
  
  

Role specific knowledge and experience:
Essential

• At least 1 year experience in customer service or a similar capacity preferred

Further Information:


Pay Band: 4 / Grade H
Contract Type: Indefinite Local Contract
Location: Penang, Malaysia
Requirements:

• Candidates must have the right to live and work in the country in which the role is based.
• STPM/ Diploma/ Degree in any discipline
• This role requires working on weekends (5 day work week) and staggered start time.

Closing Date: Wednesday, 25 January 2023 - 23:59 Malaysia 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\xe2\x80\x99s 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 \xe2\x80\x98ASK HR\xe2\x80\x99 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.