Sales & Customer Management Officer (Front Line)

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: 3 / Grade J
Location: Bangkok, Thailand

Department : English Sales and Customer Management

Contract Type: Indefinite Local Contract

Closing Date: Sunday, 5th May 2024 - 23:59 Malaysia Time (GMT +8)

 

Role Purpose: 

• The main duty of a Sales & Customer Management Officer 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, welcoming and efficient integrated sales customer engagement experience to all new and existing customers and deliver Sales & Customer Management targets in order to enable the Council to meet its business targets and objectives.

 

Main accountabilities but not limited to the following:

 

Sales

• To meet and exceed all sales (new and existing students) targets and KPIs as set out by the Teaching Centre.
• Be accountable for individual’s & team’s monthly/quarterly sales (new and existing students) targets.
• Provide consultation services to students or parents on British Council courses and be the Single Point of Contact (SPOC) for prospects, guiding them through the journey from first enquiry to final sale.
• Administer placement tests to both local and overseas students where necessary, to ensure a good fit of products and learning needs.
• To maximise opportunities for cross selling and up selling
• Follow up with customers who had their consultations and/or placement tests but did not register with the purpose of offering them alternative solutions to enroll onto a British Council course.
• To maximize conversion rates of enquiries/placement tests to registrations by following up telephone and email enquiries, ensuring smooth customer enrolment process.
• To use Salesforce CRM to monitor daily sales performance so that appropriate actions can be taken to meet or exceed sales (new and existing students) targets.
• Provide an exceptional level of sales and customer management to all customers to ensure that all their needs and requests are taken care of.

 

Customer management & Re-registration

• To provide British Council students excellent post-sales services so that they enjoy a good experience with the Teaching Centre.
• Attend to all customers’ requests and enquiries through all British Council channels in a timely manner.
• Ensure that all existing customers are informed of re-registration promotions and periods through various channels as appropriate (e.g., in writing, telephone calls, EDM).
• To make regular follow up telephone calls to existing customers during the term with the purpose of engaging customers, maintain positive customer relationship and encouraging them to re-register.
• Register/reserve/waitlist students in appropriate classes and details are entered in the system accurately and followed up.
• To handle cash desk in the system accurately and payments received correctly for course registrations/placement test/examination registration and other products/services.
• Proactively make follow up calls with existing students according to the standardised engagement customer journey.

 

Marketing Support

• To closely work together with the Branch Manager implement marketing campaigns and activities for the English programmes in the centre.
• To support the preparation for onsite and offsite events of sales and customer management.
• To explore & suggest marketing opportunities and channels and to take part in the chosen events (e.g. road shows, educational fairs, open days and workshops).
• As per teaching centre sales and promotion plan, to effectively communicate, including to send SMS, Line and email messages, to prospects and students.

 

System

• Be proficient in using relevant systems, such as CRM, British Council student registration systems (TCMS & OBS) and other IT systems or platforms used to ensure smooth operation of the British Co