Customer Care Consultant

1 day ago

Kuala Lumpur, Kuala Lumpur, Malaysia British Council Full time 30,000 - 60,000 per year

Pay Band
: 4/H

Country/Location
: Malaysia

Department
: Exams / Customer Services

Contract Type
: Indefinite

Closing date
: 19th October 2025

Location
: British Council Office, Malaysia

Shift Schedule
: Rotational shifts (between 9 AM – 9 PM, including weekends/public holidays as per business requirements)

Role Purpose

The Customer Care Agent ensures a high-quality and efficient customer service experience for all customers via telephone, live chat, and email. Acting as the British Council's ambassador, the role provides top-quality service while meeting all KPIs to support business objectives.

Challenges and Accountabilities

Customer Experience & Management

  • Deliver a unique British Council Customer Experience across all communication channels.
  • Achieve KPIs (call volumes, quality, resolution, conversion, and call-back rates).
  • Manage enquiries and complaints to improve resolution rates and reduce escalations.
  • Accurately record customer data in CRM systems while ensuring data security.
  • Build long-term customer relationships and promote Equality, Diversity and Inclusion.

Sales & Support

  • Accept and respond to enquiries from telephone and email, and create leads.
  • Provide accurate product, pricing, and offer knowledge at all times.
  • Assist with English class reservations and accepting payments.

Operations & Systems

  • Use relevant systems (booking platforms, CRM, SMS, ORS) effectively.
  • Maintain accurate databases and reports.
  • Comply with SOPs, attend training and development programmes, and engage in performance management.

General

  • Work effectively with Exams teams to share best practices.
  • Support additional duties and project work as required.

Role Specific Knowledge and Experience

Minimum/Essential

  • Diploma/Degree in any discipline.
  • At least 1 year of inbound or outbound call centre experience.
  • Good knowledge of customer service processes.

Desirable

  • Experience in education, testing, or service industries.
  • Knowledge of British Council products and services.

Requirements

  • Excellent communication skills in English & Bahasa Malaysia (Mandarin/Cantonese desirable).
  • Ability to work on rotational shifts
  • Strong IT and digital systems skills.
  • Demonstrated ability to work effectively with diverse stakeholders.

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