Customer Management Executive

3 weeks ago

Kuala Lumpur, Malaysia British Council Full time

Customer Management Executive

**Date**:6 Jul 2023

**Location**: Kuala Lumpur, 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 2021-22 we reached 650 million people.

**Role Purpose**:
The main duty of a 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’s 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**:
**Sales and Customer Management**
- To meet and exceed all sales (new and existing students) targets and KPIs as set out by the organisation.
- Be accountable for monthly/quarterly individual & team sales (new and existing students) targets.
- Provide consultation services to students or parents on British Council courses.
- Administer placement tests to both local and overseas students where necessary, to ensure a good fit of products and learning needs.
- Provide an exceptional level of sales and customer management to all customers to ensure that all their needs and requests are taken care of.
- Follow up with customers who had their consultations and/or placement tests but did not register to offer them alternative solutions to enrol in a British Council course.
- To use CRM to monitor daily sales performance so that appropriate actions can be taken to meet or exceed sales (new and existing students) targets.

**Customer Management**
- Attend to all customer requests and enquiries through all British Council channels on time.
- Ensure that all existing customers are informed of re-registration promotions and periods through various channels as appropriate
- Register/reserve/waitlist students in appropriate classes and details are entered in the system accurately.
- To handle cash desk in the system accurately and payments received correctly for course registrations/placement test/examination registration and other products/services

**Support Duties**

Product Knowledge
***
- Acquire and maintain an excellent level of product knowledge at all times. Liaison and training via product owners will be a necessary part of this with a proactive approach required at all times. Observation of classes and ‘ hands-on experience of the products is required.

Offer Knowledge
***
- Acquire and maintain an excellent level of pricing, discounting, and offer/product knowledge at all times. Liaison and training via sales and business managers will be required. A proactive approach, including input and feedback from frontline customer experience, is expected.

Database Management & Record Keeping
***
- Maintain and update all databases and reports in a timely and accurate manner

Sales & Marketing Support
***
- Participate and/or provide sales support in all sales and marketing events (in or out of the centre) to create awareness and generate leads for the centre

Systems
- To be proficient in using relevant systems, such as online booking system, Live Chat, CRM, and TCMS to ensure the smooth operation of the Teaching Centre.

General

Other duties:

- to comply with the Standing Operating Procedures (SOP) as per the job requirement
- work effectively with all different teams to enable knowledge sharing of best practices and suggest improvements to the customer journey
- any other duties in support of the team’s operation, as designated by the Line Manager
- attendance at regular professional development, training, and skills programmes as required
- full engagement with the performance management programme
- monitor own personal performance and deliver against team KPIs

Project Work
- Participate in projects as agreed in the Performance Agreement

**Role specific knowledge and experience**:
Essential
- 1-year experience in sales and/or customer service, preferably in the services industry

Desirable
- Relevant understanding of Customer Relationship Management (CRM) systems

**Further Information**:
Pay Band: 4 / Grade H
Contract Type: Indefinite Local Contract
Location: Kuala Lumpur, Malaysia
**Requirements**:

- Diplo

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