CUSTOMER MANAGEMENT ASSISTANT (HOURLY PAY)

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

To act as British Council’s ambassador and provide top quality services to all customers.

To ensure that customer service is of high standard and relevant to the needs of our target audience in support of British Council objectives in Hong Kong.

Role context

The main duty of a Customer Management Assistant (CMA) is to handle inquires and register customers for our English language courses and examinations.

This includes handling in-person inquiries and / or registrations, answering telephone and email inquiries, as well as conducting placement tests for Teaching Centre customers.

Main accountabilities but not limited to the following :

• Provide operational support to the wider Sales & Customer Management (SCM) team.
• Register and reserve new and existing students in appropriate classes accurately. To ensure details are entered in different systems accurately. To handle cash desk in the British Council system and take payments using correct credit card machines accurately for courses / placement tests / examination registrations and other products / services. To update and maintain records from time to time.
• Answer / transfer inbound calls with a polite and pleasant manner providing accurate and timely information.
• Provide an exceptional level of customer service to all customers to ensure that all their needs and requests are taken care of.
• Any other duties as assigned by the Line Manager.
• Ensure safeguarding and guidelines are applied and upheld in line with standards and policy.

Requirements :

Role specific knowledge and experience :

Minimum / essential

Role specific skills :