Sales and Customer Management Executive, Exams

1 week ago

Ho Chi Minh City, Ho Chi Minh, Vietnam British Council Full time
Sales and Customer Management Executive, Exams (Remote Consultation)

Date:05-Jan-2023

Location:
Ho Chi Minh, East Asia, VN

Company:
British Council


The British Council builds connections, understanding and trust between people in the UK and other countries through arts and culture, education and the English language.

We work in two ways - directly with individuals to transform their lives, and with governments and partners to make a bigger difference for the longer term, creating benefit for millions of people all over the world.

We help young people to gain the skills, confidence and connections they are looking for to realise their potential and to participate in strong and inclusive communities.

We support them to learn English, to get a high-quality education and to gain internationally recognised qualifications. Our work in arts and culture stimulates creative expression and exchange and nurtures creative enterprise. We connect the best of the UK with the world and the best of the world with the UK. These connections lead to an understanding of each other's strengths and of the challenges and values that we share.

This builds trust between people in the UK and other nations which endures even when official relations may be strained.

We work on the ground in more than 100 countries.

In we connected with 80 million people directly and with 791 million overall, including online and through our broadcasts and publications.


Role Purpose:

Handle all marketing enquiries whilst ensuring a high quality customer experience about all Exams products and services. Support the wider exams team in achieving its annual business targets by converting enquiries into sales.

Main accountabilities but not limited to the following:

Achieving Targets:

- meet and exceed enquiries handling targets and KPIs in customer contact resolution as set out by the organisation
- meet and exceed the plans for converting enquiries into registrations as agreed and set out by the organisation

Customer Care and Handling Enquiries
- provide an exceptional level of customer service to all exams customers on relevant aspects of the UK and the British Council's activities in a friendly and professional manner to ensure that all their needs and requests are taken care of
- handle all 1st and 2nd level complaints/feedback of existing customers
- communicate exams policies to customers (e.g. Child protection, Anti Bullying etc.)
- support added value activities/events for the exams department

Marketing and Sales Support
- participate in and provide sales support for all sales and marketing events (in and out of the centre) with the purpose of creating awareness and generating leads for the exams business
- make phone calls to customers who prefer phone communications - including Facebook fanpage, homepage followers, and participants in digital marketing activities - with the objective of driving for IELTS registrations as well as providing quality service

Database Management and Record Keeping
- maintain and update all databases and statistics and reports in a timely and accurate manner

  • Responsible for updating relevant knowledge files and databases (CRM) /web in line with requirements outlined by the Line Manager

General
- carry out administrative duties in support of the team's operation, as designated by the Line Manager
- attend regular professional development and skills training programmes as required
- engage fully with the British Council's performance management programme

Other Responsibilities and main duties

Role specific knowledge and experience:

Essential

  • Minimum two years working experience in a customer service/sales environment, preferably in the services industry.

Desirable

  • Working with Children
  • Effective communication and engagement with children and their families
  • Ability to work in a way that promotes the safety and wellbeing of children

Further Information:

Pay Band: 4 / Grade H

Contract Type:
Indefinite Local Contract

Location:
Ho Chi Minh City, Vietnam

Requirements:

  • Minimum Undergraduate degree
  • Excellent in English and Vietnamese (all four skills)

Closing Date:
Wednesday, 18 January :59 Vietnam Time (GMT +7)
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

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