Sales and Customer Management Executive

3 weeks ago

Hanoi, Vietnam British Council Full time

Sales and Customer Management Executive

**Date**:19 Apr 2024

**Location**: Hanoi, East Asia, VN

**Company**:British Council

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 2021-22 we reached 650 million people.

**Role Purpose**:

- The main duty of a Sales and Customer Management Executive is to ensure a high quality, welcoming and efficient integrated customer service experience to all new and existing customers with the purpose of meeting/exceeding sales and customer management targets across all British Council services.
- To act as British Council’s ambassador and provide top quality services to all new and existing customers meeting all KPIs and deliver Sales and Customer Management targets in order to enable the British Council to meet its business targets and objectives.

**Main accountabilities but not limited to the following**:
**Targets**

Meet and exceed sales and customer management targets as set out by the organisation

**Sales**
- Via telephone: answer all telephone sales enquiries professionally with the purpose of generating excitement and interest in our products and driving the customers to visit the centre for a face-to-face consultation
- Via face-to-face consultation: provide face-to-face consultations to all customers in the centre by finding out their needs, issues and concerns and recommending a course that best suit them
- Provide participate and/or provide sales support in all sales and marketing events (in or out of the centre) with the purpose of creating awareness and generating leads for the centre
- Follow-up with sales enquiries

**Customer care and support**
- Provide an exceptional level of customer service to all existing customers to ensure that all their needs and requests are taken care of
- Handle all 1st and 2nd level complaints/feedback
- Follow up with existing students on incidents e.g. absent/movement and cancellation or failing students
- Arrange and support meetings with teachers and translation
- Be the first point of contact at Front of House (FOH) for credit or refund request

**Registration of new customers for Teaching Centre**
- Ensure that all new customers are registered accurately
- Ensure that all records are updated and maintained accurately

**Re-registration** of existing customers for Teaching Centre**
- Ensure that all existing customers (in the case of Younger Learners - their parents) are informed of re-registration periods in writing, telephone calls and class visits in a timely manner.
- Make follow up telephone calls to existing customers with the purpose of encouraging them to re-register.
- Update and maintain waiting list records

**Administration and Finance**
- Ensure that all databases and reports are updated and recorded in timely, accurate manner
- Ensure that marketing and Public Relation (PR) collateral is properly displayed and well stocked
- Monitor equipment and furniture in FOH area to ensure in good working order/condition

**Share the duty officer role with the Branch Manager**
- Liaise with partner premises contact and TC Management in the event of an incident at the premises and for housekeeping and security issues.
- Implement the British Council policies and procedures on Health and Safety and Child Protection
- Supervise and support the Branch Support Assistant in doing administrative tasks to ensure the smooth operation and high quality of delivery of English Language Training at Partner premises.
- Ensure that all responsibilities of the Sales and Customer Management Executive (Branches) are prepared for and completed by the Branch Support Assistant in the event of leave or training
- Recruit, train and coordinate a team of part-time Helpers
- To supervise part-time helpers
- Support the Teaching Assistant Co-ordinator in the supervision of Teaching Assistants and arrange for Customer Service Helpers to cover for Teaching Assistants as required

**Others**
- As part of the wider Sales and Customer Services team serving both new and existing customers, you will be required to support and assist your colleagues from time to time in tasks that ensure the smooth running of the Centre. This might include registering students, participation at Open Days, Parent Events, Seminars, Evening Receptions and Offsite Branch and Examination Promotions, for example.
- Any other duties as assigned by the line manager or branch manager to meet operational requirements

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