Customer Management Executive

4 weeks ago

Kuala Lumpur, Malaysia British Council Full time

Customer Management Executive

**Date**:5 Jun 2024

**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.

**Pay Band: 4 / Grade H**
**Location: Kuala Lumpur, Malaysia**

**Department : English Sales and Customer Management**

**Contract Type: Indefinite Local Contract**

**Closing Date: Tuesday, 18th June 2024 - 23:59 Malaysia Time (GMT +8)**

**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 servi

  • Customer Support Executive

    2 weeks ago

    Kuala Lumpur, Kuala Lumpur, Malaysia Cxl executive Full time

    Position : Customer Support ExecutiveWorking Hours: Monday - Sunday / 24/7 Rotational Shift(2 day off rotational - based on duty roster)Intake: Early September 2023 (Immediate Hiring)Location: Masjid JamekBasic Salary: RM2,500 + RM300 (Allowance) Attracts potential customers by answering product and service questions; suggesting information about other...

  • Operations Executive

    3 weeks ago

    Kuala Lumpur, Malaysia Carleton Executive Search Full time

    **OPERATION EXECUTIVE** **Report to Assistant Operation Manager** The Operation Executive will assist with both Warehouse and related customer service. Qualifications/Experience: - 1-2 Year(s) of working experience in the related field is required for this position. - Fresh graduates or high school leavers without any working experience will be...

  • Operations Executive

    1 week ago

    Kuala Lumpur, Malaysia Carleton Executive Search Full time

    The Operation Executive will assist with both Warehouse and related customer service. **Qualifications/Experience**: - 1-2 Year(s) of working experience in the related field is required for this position. - Fresh graduates or high school leavers without any working experience will be considered too. **Job Requirements**: - Meticulous and detailed...

  • Customer Care Executive

    4 weeks ago

    Kuala Lumpur, Malaysia GENO Management Full time

    Position : Customer Care Executive Salary : RM 2,500 - RM 3,500 Location : Medan 28, Old Klang Road Working Hour : Any 5 days a week (may including weekend), 2 shift rotation 10.00 am - 7.00 pm / 1.00 pm - 10.00 pm - To provide operational support by answering calls (our company software phone and online queries and provide technical solution to the...

  • Operation Executive

    3 days ago

    Kuala Lumpur, Malaysia Carleton Executive Search Full time

    The Operation Executive will assist with both Warehouse and related customer service. Qualifications/Experience: - 1-2 Year(s) of working experience in the related field is required for this position. - Fresh graduates or high school leavers without any working experience will be considered too. Job Requirements: - Meticulous and detailed orientated -...

  • Operations Executive

    4 weeks ago

    Kuala Lumpur, Malaysia Carleton Executive Search Full time

    The Operation Executive will assist with both Warehouse and related customer service. Qualifications/Experience: - 1-2 Year(s) of working experience in the related field is required for this position. - Fresh graduates or high school leavers without any working experience will be considered too. Job Requirements: - Meticulous and detailed orientated -...

  • Customer Care Executive

    4 weeks ago

    Kuala Lumpur, Malaysia RCSI Management Full time

    Position : Customer Care Executive Salary : RM 2,500 - RM 3,500 Location : Medan 28, Old Klang Road Working Day : Any 5 days a week (may including weekend), 2 shift rotation 10.00 am - 7.00 pm / 1.00 pm - 10.00 pm - To provide operational support by answering calls (our company software phone and online queries and provide technical solution to the...

  • Customer Care Executive

    2 weeks ago

    Kuala Lumpur, Kuala Lumpur, Malaysia GENO Management Full time

    Position : Customer Care ExecutiveSalary : RM 2,500 - RM 3,500Location : Medan 28, Old Klang RoadWorking Hour : Any 5 days a week (may including weekend), 2 shift rotation10.00 am pm / 1.00 pm pm To provide operational support by answering calls (our company software phone and online queries and provide technical solution to the issues (i.e answering...

  • Executive, Customer Lifecycle Management

    1 week ago

    Kuala Lumpur, Malaysia Alpha Integrated Management Full time

    Responsible for collecting and analyzing customer data such as demographics, behavior and preferences. This can help in identifying trends and opportunities to improve the customer experience. - Segmentize the customer base into distinct groups based on the customer data and help in creating targeted marketing campaigns. - Implement automated marketing...

  • Customer Care Executive

    2 weeks ago

    Kuala Lumpur, Malaysia GENO Management Full time

    Position : Customer Care Executive Location : Kuala Lumpur Salary : RM2,500 - RM3,500 Working hours : 10am - 7pm / 1pm - 10pm **Responsibilities**: - To provide operational support by answering calls (our company software phone and online queries and provide technical solution to the issues (i.e answering technical issue in our company phone apps -...

  • Executive, Customer Lifecycle Management

    2 weeks ago

    Kuala Lumpur, Kuala Lumpur, Malaysia Alpha Integrated Management Full time

    Responsible for collecting and analyzing customer data such as demographics, behavior and preferences. This can help in identifying trends and opportunities to improve the customer experience. Segmentize the customer base into distinct groups based on the customer data and help in creating targeted marketing campaigns. Implement automated marketing campaigns...

  • Customer Service

    3 weeks ago

    Kuala Lumpur, Malaysia Carleton Executive Search Full time

    **OPERATION EXECUTIVE** **Report to Assistant Operation Manager** The Operation Executive will assist with both Warehouse and related customer service. Qualifications/Experience: - 1-2 Year(s) of working experience in the related field is required for this position. - Fresh graduates or high school leavers without any working experience will be...

  • Customer Helpdesk Executive

    2 weeks ago

    Kuala Lumpur, Kuala Lumpur, Malaysia CXL Executive Sdn Bhd Full time

    Position : Banking Customer Service ExecutiveWorking Hours: Monday - Sunday / 24/7 Rotational Shift(2 day off rotational - based on duty roster)Intake: March 2024 (Immediate Hiring)Location: Masjid JamekBasic Salary: RM2,500 + RM300 (Allowance) Attracts potential customers by answering product and service questions; suggesting information about other banking...

  • Customer Care Executive

    2 weeks ago

    Kuala Lumpur, Kuala Lumpur, Malaysia GENO Management Full time

    Position : Customer Care ExecutiveLocation : Kuala LumpurSalary : RM2,500 - RM3,500Working hours : 10am - 7pm / 1pm - 10pmResponsibilities: To provide operational support by answering calls (our company software phone and online queries and provide technical solution to the issues (i.e answering technical issue in our company phone apps Atlas). To educate...

  • Customer Helpdesk Executive

    2 weeks ago

    Kuala Lumpur, Kuala Lumpur, Malaysia CXL Executive Sdn Bhd Full time

    Position : Banking Customer Service ExecutiveWorking Hours: Monday - Sunday / 24/7 Rotational Shift(2 day off rotational - based on duty roster)Intake: Immediate Hiring - April 2024Location: Masjid JamekBasic Salary: RM2,500 + RM300 (Allowance) Attracts potential customers by answering product and service questions; suggesting information about other banking...

  • Customer Service Executive

    2 weeks ago

    Kuala Lumpur, Malaysia Sapelo Management Sdn Bhd Full time

    **Job Description (What you get to do)**: - Handle the A to Z of various online marketplace (Alibaba, Lazada, Shopee, PG Mall and so on). - Assist on online e-commerce stores and execute online campaigns on e-commerce platforms (Shopee, Lazada, etc). - Propose promo mechanism for all online platforms. - Assist on full range of operation activities in...

  • Customer Service Executive

    4 weeks ago

    Kuala Lumpur, Malaysia GENO Management Full time

    Position : Customer Service Working Location : KL Eco City Bangsar, Kuala Lumpur Salary Range : RM 2,500 to RM 3,500 Working Hours : Monday to Friday (11am-830pm) Saturday (1130am-430pm) Job Descriptions - Communicate effectively on customers enquiries - Customer management - Support related events - Provide clerical and administrative support to management...

  • Customer Helpdesk Executive

    1 week ago

    Kuala Lumpur, Malaysia CXL Executive Sdn Bhd Full time

    **Position : Banking Customer Service Executive** **Working Hours**: Monday - Sunday / 24/7 Rotational Shift (2 day off rotational - based on duty roster) **Intake**: March 2024 (Immediate Hiring) **Location**: Masjid Jamek **Basic Salary**: RM2,500 + RM300 (Allowance) - Attracts potential customers by answering product and service questions; suggesting...

  • Customer Helpdesk Executive

    1 week ago

    Kuala Lumpur, Malaysia CXL Executive Sdn Bhd Full time

    **Position : Banking Customer Service Executive** **Working Hours**: Monday - Sunday / 24/7 Rotational Shift (2 day off rotational - based on duty roster) **Intake**: Immediate Hiring - April 2024 **Location**: Masjid Jamek **Basic Salary**: RM2,500 + RM300 (Allowance) - Attracts potential customers by answering product and service questions; suggesting...

  • Customer Service Executive

    3 weeks ago

    Kuala Lumpur, Malaysia GENO Management Full time

    Position : Customer Service Working Location : KL Eco City Bangsar, Kuala Lumpur Salary Range : RM 2,500 to RM 3,500 Working Hours : Monday to Friday (11am-830pm) Saturday (1130am-430pm) **Job Descriptions** Provides support for orders, questions, concerns, and events for Wellness Advocates in Malaysia. **Key Responsibilities** - Communicate effectively...