Sales & Customer Management Executive

2 weeks ago


Kota Damansara, Malaysia British Council Full time

**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’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 enroll 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

**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**:
Contract Type: Indefinite Local Contract
Location: Damansara, Malaysia
**Requirements**:

- Good written and oral communication skills in English and Bahasa Malaysia
- Diploma/Degree in any discipline

**Job Types**: Full-time, Permanent

**Salary**: RM2,883.00 - RM4,100.00 per month

**Benefits**:

- Dental insurance
- Health insurance
- Professional development

Schedule:

- Weekend jobs

Supplemental pay types:

- 13th month salary

Application Deadline: 03/10/2024
Expected Start Date: 04/01/2024


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