Sales & Customer Management Executive Exams (Remote Consultant)
Date: 10 Nov 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.
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 – Ho Chi Minh City, Vietnam
Locally Recruited: Applications are welcomed from candidates with a right to work in Vietnam for an employment purpose.
Role Purpose
Handle all marketing enquiries whilst ensuring a high quality customer experience about all Exams products and services. Support the wider exams team in achieving its annual business targets by converting enquiries into sales.
Main accountabilities:
Achieving Targets:
- meet and exceed enquiries handling targets and KPIs in customer contact resolution as set out by the organisation.
- meet and exceed the plans for converting enquiries into registrations as agreed and set out by the organisation.
Customer Care and Handling Enquiries
- provide an exceptional level of customer service to all exams customers on relevant aspects of the UK and the British Council’s activities in a friendly and professional manner to ensure that all their needs and requests are taken care of.
- handle incoming enquiries by telephone, mail, email or social media (Facebook fanpage) about all exams products from new and existing customers.
- handle all 1st and 2nd level complaints/feedback of existing customers.
- communicate exams policies to customers (e.g. Child protection, Anti Bullying etc.)
- support added value activities/events for the exams department.
Marketing and Sales Support
- participate in and provide sales support for all sales and marketing events (in and out of the centre) with the purpose of creating awareness and generating leads for the exams business.
- make phone calls to customers who prefer phone communications - including Facebook fanpage, homepage followers, and participants in digital marketing activities – with the objective of driving for IELTS registrations as well as providing quality service.
Database Management and Record Keeping
- maintain and update all databases and statistics and reports in a timely and accurate manner.
- Responsible for updating relevant knowledge files and databases (CRM) /web in line with requirements outlined by the Line Manager.
General
- carry out administrative duties in support of the team’s operation, as designated by the Line Manager.
- attend regular professional development and skills training programmes as required.
- engage fully with the British Council’s performance management programme.
Other Responsibilities and main duties:
As part of the wider Sales and Customer Management, Exams team serving both new and existing customers, the post holder will be expected to support and assist colleagues from time to time with tasks related to the smooth running of the Centre. Examples of such tasks are registering candidates, participation at Open Days, Exams Events, Seminars, Evening Receptions and Offsite Promotions.
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 (desirable).
- Experience of safe planning, organisation and delivery of activities for children (desirable).
Role Specific Skills and Qualifications:
- University degree in any subject or qualification in a relevant field.
- Excellent English and Vietnamese (all four skills).
- Good Chinese (Mandarin) is desirable.
- Competent IT skills
- Excellent communication and customer relation skills
- Very good sales 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: 24th November 2023, 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 & criminal record checks in line with legal requirements and with the British Council’s Safeguarding policies for Adults and Children.
If you have any problems with your application please email askhr@britishcouncil.org
Please note: Applications to this role can only be considered when made through the Apply section of our careers website. Our ‘ASK HR’ email is only to be used in case of a technical issue encountered when applying through the careers website. Emails with supporting statements and CV/Resumes sent to this email address will not be reviewed and will be deleted.
