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Customer Management Executive , Exams

Customer Management Executive , Exams

British CouncilHong Kong, East Asia, HK
30+ days ago
Job description

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 / 4 | Location – Hong Kong, Admiralty | Number of job opening : one

Local Direct Hire : Applications are welcomed from candidates currently in this location with a natural right to work.

Role Purpose

The role purpose of Customer Management Executive, Exams in the British Council Hong Kong is to ensure a high quality and efficient integrated customer service experience for customers meeting all

British Council Key Performance Indicators (KPIs) for customer satisfaction. By converting enquiries into

sales support the wider exams team to achieve its annual business targets.

Main accountabilities but not limited to the following :

Enquiry handling

  • Answer first level enquiries received in person, by mail, email, telephone or social media on relevant aspects of the UK and the British Council’s activities in a friendly

and professional manner, invoking the principles of TIE in line with Customer Service standards.

  • Meeting the agreed KPI’s in customer contact resolution
  • Build rapport with the prospect in order to find out the objectives, needs and requirements of the customer, and take their interest forward.
  • Is able to give accurate information on all services offered by the British Council, and to give customers the correct brochures, application and registration forms.
  • Support test takers who wants to register online at our premises
  • All feedback and customer comments are passed on to the Assistant Manager - Customer Service within one working day and recorded in writing.

    • Registration

  • Register Exams candidates in a professional and friendly manner, while adhering to the procedures in place.
  • Work extra hours during registration periods, if required

    • Accurate databases / records, and projects

  • All databases and records, and information files are kept up to date in line with requirements outlined by AM – Customer Service.
  • Make sure that information brochures / leaflets are replenished and are available at all times.
  • Responsible for updating relevant knowledge files and databases (CRM) / web / design posters in line with requirements outlined by AM-CS.
  • Specific projects and responsibilities given to each member of staff are carried out in line with expected objectives.
  • As duty officer ensure that designated tasks for the relevant shifts are completed.

    • Other Responsibilities

  • Any other duties as assigned by the Line Manager
  • Participate at Sales & Marketing Events to support customer enquiries and registrations

    • Role specific skill, knowledge and experience :

    Demonstrable experience, in large complex international organisation of :

  • At least one year experience working in a customer service / sales / call centre environment; preferably in service industry
  • 2 years solid experience working in a B2C call centre environment, and experience in handling B2C Live Chat text conversations. (desirable)
  • Excellent interpersonal and customer care skills
  • Polite and pleasant telephone manner
  • Attention to details
  • Basic tele-sales technique
  • Live agent chat

    • Person Specification

  • A graduate Diploma
  • Bachelor's Degree in any discipline (desirable)
  • Fluent in speaking, writing and reading Cantonese
  • Intermediate level speaking, writing and reading Mandarin
  • Written and verbal proficiency in English is required.

    • Role benefits

  • Chinese New Year bonus
  • Exams bonus
  • 20days annual leave per calendar year
  • Health insurance

    • Closing date for application. Tuesday, 6th August 2024, 23 : 59 Hong Kong time (GMT+08)

    A connected and trusted UK in a more connected and trusted world.

    Equality , Diversity, and Inclusion (EDI) Statement

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