Sales and Customer Management Executive
Date: 16 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.
Role Purpose:
The main duty of a Sales and Customer Management Executive is to ensure a high
quality, welcoming and efficient integrated customer service experience to all
new and existing customers with the purpose of meeting/exceeding sales and
customer management targets across all British Council services.
To act as British Council's ambassador and provide top quality services to all
new and existing customers meeting all KPIs and deliver Sales and Customer
Management targets in order to enable the British Council to meet its business
targets and objectives.
Main accountabilities but not limited to the following:
Targets
Meet and exceed sales and customer management targets as set out by the
organisation
Sales
Via telephone: answer all telephone sales enquiries professionally with
the purpose of generating excitement and interest in our products and
driving the customers to visit the centre for a face-to-face consultation
Via email: reply all email sales enquiries professionally with the purpose
of generating excitement and interest in our products and driving the
customers to visit the centre for a face-to-face consultation
Via face-to-face consultation: provide face-to-face consultations to all
customers in the centre by finding out their needs, issues and concerns
and recommending a course that best suit them
Placement tests: arrange branch testing days, times and slots in liaison
with the Branch Manager and TC timetabling to ensure all level test
candidates are given clear and accurate information about placement test
function, procedures and timing; and all level testing sessions are
recorded, supervised and organised efficiently and courteously and
candidates are helped proactively.
Provide participate and/or provide sales support in all sales and
marketing events (in or out of the centre) with the purpose of creating
awareness and generating leads for the centre
Follow-up with sales enquiries
Customer care and support
Provide an exceptional level of customer service to all existing customers
to ensure that all their needs and requests are taken care of
Handle all 1st and 2nd level complaints/feedback
Follow up with existing students on incidents e.g. absent / movement and
cancellation or failing students
Arrange and support meetings with teachers and translation
Be the first point of contact at Front of House (FOH) for credit or
refund request
Registration of new customers for Teaching Centre
Ensure that all new customers are registered accurately
Ensure that all records are updated and maintained accurately
Re registration of existing customers for Teaching Centre
Ensure that all existing customers (in the case of Younger Learners –
their parents) are informed of re-registration periods in writing,
telephone calls and class visits in a timely manner.
Make follow up telephone calls to existing customers with the purpose of
encouraging them to re-register.
Update and maintain waiting list records
Administration and Finance
Ensure that all databases and reports are updated and recorded in timely,
accurate manner
Ensure that marketing and Public Relation (PR) collateral is properly
displayed and well stocked
Monitor equipment and furniture in FOH area to ensure in good working
order/condition
Share duty officer role with the Branch Manager
Liaise with partner premises contact and TC Management in the event of any
incident at the premises, and for housekeeping and security issues.
Implement the British Council policies and procedures on Health and Safety
and Child Protection
Supervise and support the Branch Support Assistant in doing administrative
tasks to ensure the smooth operation and high quality of delivery of
English Language Training at Partner premises.
Ensure that all responsibilities of the Sales and Customer Management
Executive (Branches) are prepared for and completed by the Branch
Support Assistant in the event of leave or training.
Recruit, train and co-ordinate a team of part-time Helpers
To supervise part time helpers
Support the Teaching Assistant Co-ordinator in the supervision of Teaching
Assistants and arrange for Customer Service Helpers to cover for Teaching
Assistants as required.
Others
As part of the wider Sales and Customer Services team serving both new and
existing customers you will be required to support and assist your
colleagues from time to time in tasks that ensure the smooth running of
the Centre. This might include registering students, participation at Open
Days, Parent Events, Seminars, Evening Receptions and Offsite Branch and
Examination Promotions, for example.
Any other duties as assigned by the line manager or branch manager to meet
operational requirements
Role specific knowledge and experience:
Essential
Experience of working in a customer service/sales environment, preferably
in the services industry
Desirable
Experience of working with children.
Experience of safe planning, organization and delivery of activities for
children.
Role specific skills
Competent IT skills
Excellent communication and customer relation skills
Very good problem solving skills
Sales techniques
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
Further Information:
Pay Band: Grade 4/H
Contract Type: Fixed Term- 1 year (Renewable)
Location: Hanoi, Vietnam
Requirements:
Candidates must have the right to live and work in the country in which
the role is based.
Undergraduate degree
Excellent English and Vietnamese. The candidate must have the ability to
speak and write fluently
The teaching centres operate Monday to Friday 8:30 am – 10:00 pm and on
Saturday/Sunday from 08:30 - 6:00 pm. The post holder will be required to work
a 5-day week on a shift system from Monday to Sunday. Evening and weekend
working is required on a regular basis.
Closing Date: 28 April 2024- 23:59 Singapore Time (GMT +8)
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.
