Customer Management Executive(Tsim Sha Tsui)

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
Registrations & Counter Service – Register/reserve/waitlist students accurately and in appropriate classes and to handle payments accurately for course registrations and other products/services; Records are maintained and updated from time to time.
Sales & Marketing Support – Pro-actively up-sell and cross-sell Teaching Centre products while registering students; participate and/or provide sales support for all sales and marketing events (in or out of the centre) with the purpose of creating awareness and generating enquiries for the British Council.
Data input & Statistics keeping and reporting
Housekeeping – Ensure British Council promotional materials in public areas are up-to-date and professionally displayed with adequate copies; Ensure the SCM team storeroom is well organised and tidy meeting Councils health and safety guidelines.
Customer Management
Customer care and support – Meet and exceed KPIs as set out by the Council; provide an exceptional level of customer service to all customers to ensure that all their needs and requests are taken care of.
Support Duties
Systems – Be proficient in using relevant systems, such as CRM, Campus and online booking systems to ensure smooth operation of the British Council.
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 pro-active approach required at all times.
Offer Knowledge – Acquire and maintain an excellent level of pricing, discounting and offer knowledge at all times. Liaison and training via Sales and Business Managers will be required; A pro-active approach, including input and feedback received from customers, is expected.
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 agreed in Performance Agreement

Requirements:
Fluent Cantonese

Good written and oral communication skills in English
Basic communication skills in Mandarin
Diploma/Degree in any discipline (desirable)

Role specific knowledge and experience:
Minimum/essential
Relevant experience working in a customer service/sales environment, preferably in the service industry
Competent IT skills
Sales techniques (Confident and effective in up-selling and cross-selling British Council products)
Accuracy (very high level of accuracy is required for all tasks)
Excellent customer care skills (pleasant telephone manner & excellent counter service
Desirable
Knowledge of CRM
Complaints handling experience

Further Information
Pay Band 4/H (basic salary plus sales incentive per month)
Contract Type Indefinite
Location Tsim Sha Tsui – 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.
The successful candidate will have a 5-day workweek with a total of 44 hours, including a lunch break. They will be expected to work shifts, including evenings, and will be required to work weekend shifts as scheduled.

Closing Date 10 December 2023 – 23:59 Hong Kong 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.