Customer Management Executive (Admiralty)

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 202122 we reached 650 million people.

Role Purpose
To ensure a high quality and efficient integrated customer service experience (pre-sale and post-sale) for all new and existing customers across all British Council services.
To support the sales team to achieve sales targets to enable the Council to meet its business targets and objectives. To act as British Councils ambassador and provide top quality services to all new and existing customers meeting all Key Performance Indicators (KPIs)

Role context
British Council Hong Kong is one of the biggest in the global network with thousands of adult and young learner students studying with us at any one time. We also have a large examinations operation facilitating the taking of UK examinations. In addition, we have enquiries on our educational and arts services as well. Our customers engage with us face-to-face, online, through email and via the phone.

Main accountabilities but not limited to the following:
Operations
Sales & Marketing Support
Registrations & Counter
Data input & Statistics keeping and reporting
General office housekeeping
Customer Management
Customer care and support – Meet and exceed KPIs as set out by the Council
Support Duties
Proficient in using systems for daily operations
Acquire and maintain an excellent level of product knowledge
Acquire and maintain an excellent level of pricing, discounting and offer knowledge
General – Other duties:
Any other duties as assigned by the Line Manager
Attendance at regular professional development, training and skills programmes as required
Full engagement with the performance management programme
Participation in projects as assigned
5-days-work per week, 2 daily shifts from 08:45-21:00 on weekdays and 08:30-18:30 during weekend

Requirements:
Fluent Cantonese
Good written and oral communication skills in English
Communicable Mandarin proficiency with intermediate level is desirable
Diploma/Degree in any discipline is desirable

Role specific knowledge and experience:
Minimum/essential
Experience in a customer service/sales environment. Fresh graduate with relevant experiences will also be considered
Basic Sales techniques desirable (confident and effective in up-selling / cross-selling products)
Accuracy (very high level of accuracy is required for all tasks)
Desirable
Knowledge of CRM
Complaints handling experience

Role specific skills:
Excellent customer care skills (pleasant telephone manner & excellent counter service)
Competent IT skills

Further Information
Pay Band 4/H (range from HKD 15000 – 20000 per month, depends on experiences)
Contract Type Indefinite
Location Admiralty – British Council, Hong Kong
Other Requirements
As we cannot sponsor work passes, applicants must already have the right to live and work in Hong Kong.
Successful candidate will work a 5-day week, 2 daily shifts from 08:45-21:00 on weekdays and 08:30-18:30 during weekend.

Closing Date Sunday 17 December 2023 – 23:59 China 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 iscommitted 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 Councils Safeguarding policies for Adults and Children.

If you have any problems with your application please email [email protected]

Please note: Applications to this role can only be considered when made through the Apply section of our careers website. Our ASK HR 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.