Customer Management Executive, Exams

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

Locally Recruited: Applications are welcomed from candidates with a right to work in Vietnam for an employment purpose.

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

handle face-to-face, email, and telephone enquiries from exams 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 incoming enquiries of exams customers via face-to-face, email, and telephone.

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.

Registration of Exams candidates

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

distribute Test Report Forms (TRF) to IELTS candidates.

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:

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 is desirable.

Experience of safe planning, organisation and delivery of activities for children is desirable.

Role Specific Skills and Qualifications:

University degree in any subject or qualification in a relevant field.

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 & 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 [email protected]

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.