Customer Management Executive, Exams

3 weeks ago

Hanoi, Vietnam British Council Full time

Customer Management Executive, Exams

**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.

**Pay Band - 4 | Contract Type - Indefinite | Location - Hanoi, Vietnam**

**Role Purpose**

Ensure a high quality and efficient integrated customer service experience for customers meeting all British Council Key Performance Indicators (KPIs) for customer satisfaction. Support the wider exams team in achieving its annual business targets by converting enquiries into sales.

**Main accountabilities**:
**Targets**
- meet and exceed customer management targets and KPIs as set out by the organisation.

**Enquiries from existing customers**

**Customer care and support**
- provide an exceptional level of customer service to all exams customers 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.)
- take registrations for exam’s events for new and existing customers.
- handle refund requests and process them at the front desk according to financial standard requirements.
- support added-value activities/events for the exams department.
- support customers to register IELTS, Aptis, Universities, Professional and School Exams for walk-in customers.
- fully check the recorded information in internal systems before the customer leaves
- collect exams & other services fees.
- complete and reconcile daily cash/card registration reports according to guidance from finance and following corporate finance policy and standards.
- record income in the SAP system following guidance and timelines instructed by finance.
- issue invoices for exams income.

**Data collection and reporting**
- ensure that all databases and reports are updated and recorded in a timely, accurate manner.
- maintenance of front of house.
- ensure that marketing and PR collateral is properly displayed and well stocked.
- monitor equipment and furniture in Front of House (FOH) area to ensure it is in good working order/condition.

**Others**
- complete any other duties as assigned by the line manager.

**Other Responsibilities and main duties**:
**Role specific knowledge and experience**:

- Minimum two years working experience in a customer service/sales environment, preferably in the services industry.
- Experience of working with children is desirable.
- Experience of safe planning, organisation and delivery of activities for children is desirable.

**Role Specific Skills and Qualifications**:

- Excellent English and Vietnamese (all four skills).
- Competent IT skills.
- Excellent communication and customer relation skills.
- Very good problem-solving skills.
- Working with Children.
- Effective communication and engagement with children and their families.
- Ability to work in a way that promotes the safety and well-being of children.

**Closing Date for Application: 02 May 2024**, **23:59 Vietnam Time (GMT+08)**

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 is committed 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 & c

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