Assistant Manager, Sales and Customer Management

2 months ago

Ho Chi Minh City, Vietnam British Council Full time

Assistant Manager, Sales and Customer Management, Exams

**Date**:01-Jun-2023

**Location**: Ho Chi Minh City, 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.

**Contract Type - Indefinite | Pay Band - H/5 | Location - Ho Chi Minh, Vietnam**

**Role Purpose**

The role purpose of
**Assistant Manager, Sales and Customer Management, Exams** in the British Council Vietnam, Hanoi is to To assist the National Contact Centre Manager in the management of Exams customer service and execute sales and customer service strategies in compliance with corporate standards and initiatives.
The main duty of an Assistant Manager, Exams Sales and Customer Management is to ensure a high quality and efficient integrated customer service experience to all new and existing customer with the purpose of meeting/exceeding sales and customer management targets through handling all enquiries and complaints for Exams services.
To provide communication support to the Exams Marketing Team and assist in the implementation of the marketing and communications plan.

**Main opportunities/challenges for this role**:

- Career opportunity in the Examination unit and other departments.
- Working under high pressure

**Main accountabilities but not limited to the following**:
**Customer Service and Compliance**
- Manage the customer journey for all front of house operations and events to agreed standards and objectives
- Manage customer enquiries, registrations and complaints across all channels (including social media) according to British Council standards
- Register customers accurately and record payments received for all Exams transactions
- Monitor and gather customer feedback systematically; identify and champion areas for change or improvement
- Provide Customer Service reports regularly to Exams managers and National Contact Centre Manager
- Conduct regular reviews of customer satisfaction to ensure country Performance Scorecard targets are met
- Participate in and support internal and external events from the customer service angle
- Report monthly performance data to the National Contact Centre Manager
- Promote Equality, Diversity and Inclusion in customer services

**Line Management**
- Effectively manage the performance of Exams Customer Management Executives and Telesales Executives.
- Manage the work schedules of customer Management team and Telesales team in a fair and transparent manner
- Initiate and support the training and development of staff and ensure that they have the adequate skills and knowledge required to perform effectively
- Address any underperformance issues quickly and effectively
- Address the learning and development needs of Customer Management and Telesales staff regularly

**Communications and Operations Support**
- Monitor and update all customer facing channels
- Contribute to, and advise on content for social media
- Contribute information and ideas for production of digital marketing plans and campaigns
- Assist in communicating with British Council partners
- Work closely with Business Development and Marketing colleagues to identify the best ways to generate and pursue leads
- Work closely with Exams Operations team to ensure all stages of the customer journey are smoothly run to the highest standards.
- Support and participate in regional change programmer and new implementations (i.e. - CRM)

**Other Responsibilities**
- Work effectively with the wider Sales and Customer Management Team to enable knowledge sharing of best practice and suggest improvements to the customer journey.
- Any other duties as assigned by the Line Manager

**Role specific skill, knowledge and experience**:
Demonstrable experience, in large complex international organisation of:

- One year experience in a relevant field
- Selling skills (confident and effective in up-selling and cross-selling British Council products)
- Competent IT and numeracy skills
- Accuracy (very high level of accuracy is required for all tasks)
- Excellent customer care skills across multiple channels
- Excellent written and oral communication skills in English
- At least 2 years’ experience working in a customer service role, preferably in the service industry
- Experience of managing and motivating individuals / teams to deliver high quality products and services.
- Knowledge of CRM (desirable)

**Person Specification**
- English at Proficiency

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