Job Description

Sales and Customer Service Executive, English Online

Date: 3 Nov 2023 Location: Penang, East Asia, MY Company: British Council

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\xe2\x80\x9322 we reached 650 million people.


Role Purpose:

• English Online is the British Council\xe2\x80\x99s bespoke 100% online Adults English course that enables customers to learn online from anywhere in the world. The end to end customer experience aims to puts customers in control by offering a self-serve experience. This is supported by a central point of contact to provide information, resolve service requests and support the generation of new sales.
• The Sales and Customer Experience Executive plays a key role in delivering an excellent customer experience, helping us learn more about our customers and in supporting commercial success. Key responsibilities include:
  • Ensuring rapid, high quality customer service and support for new and existing customers, primarily via email and webchat.
  • Following standard operating protocols (SOPs) and delivering against service level agreements (SLAs) to resolve service cases appropriately.
  • Providing a contact point for potential new customers to support sales and marketing efforts and help increase registrations.
  • Providing operational support to resolve service requests and liaising with other support teams where necessary.
  • Using Salesforce CRM and other management information systems to capture customer data and voice of customer, to help the business continually improve all areas of customer experience.

Main accountabilities but not limited to the following:


Customer Service

• 
  Manage incoming customer service cases from active learners through to resolution, primarily via email and web live chat.
• 
  Follow the standard operating procedures (SOPs) and service level agreements (SLAs) to maintain high levels of service.
• 
  Manage incoming payment support requests - potentially including cancellations, refunds, payment failures and updating payment details.
  

Sales support communications and engagement

• Respond to potential new sales enquiries quickly and effectively and with a superior level of information to encourage registrations.
• Actively support marketing efforts and promotions, ensuring new sales enquiries are logged and that any features or promotions are described accurately.
• Support the English Online team with communications and promotions to existing customers and campaigns.
• Support re-marketing campaigns to customers with expiring packages that may wish to re-purchase.

Reporting, insight and systems

• Help capture all customer service interactions, enquiries, complaints, and resolutions on CRM to support accurate reporting.
• Help capture voice of customer to help us develop insight about our customers and how we can improve all areas of their experience.

Operational Support

• Following standard operating procedures that may be required to help resolve customer support requests.

Relationships and stakeholder management

• Work with payment support teams including the E-Commerce team, Shared Services Centre and the English Online technical support team to ensure payment support tickets are resolved and that any repeat problems with payment solutions are identified.
• Work with teams supporting the English Online learner portal to help resolve service and information requests that relate to this.
• Occasionally act as a communication point for Teaching Centre Sales and Customer Service teams that have sales or customer service enquiries for English Online.

Role specific knowledge and experience:


Essential

• Substantial experience in customer service role.
• Experience of working in an international context and with international customers.
• Experience of Customer Relationship Management (CRM) platforms and reporting tools.
• A working knowledge of Microsoft Office applications.

Desirable

• B2C sales and/or marketing experience.
• Experience in the education industry \xe2\x80\x93 particularly in the ELT sector.
• Working knowledge of General Data Protection Regulation (GDPR) legislation and data governance.
• Experience of multi-country working.
• Experience providing customer support in an online environment.
• Previous experience of working in the British Council.

Further Information:


Pay Band: 4 / Grade H
Contract Type: Fixed Term Contract, 2 years
Location: Malaysia, Philippines, Kazakhstan or Pakistan
Requirements:

• Candidates must have the right to live and work in the country in which the role is based. No visa sponsorship provided for this role.
• Required to have Diploma / Degree or equivalent qualification, or equivalent work experience at least for 2 years.
• Excellent written and oral communication skills in English.
• This role required to work remotely.
• Recommended to be in the office whenever is required.
• This role required to work on Saturday to Wednesday. Rest day would be on Thursday to Friday.

Closing Date: Thursday, 16 November 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.