Job Description

Role Purpose
To provide excellent Customer Service to all customers interested in all of the British Council\'s activities (including English teaching, Examinations, Education UK, Library and cultural operations) in order to meet and exceed customers\' expectations and enable the British Council to meet its corporate objectives. . Main Accountabilities
Enquiry handling

• Answer first level enquires received in person, by mail, email, telephone or social media on relevant aspects of the UK and the British Council\'s activities in a friendly and professional manner, invoking the principles of TIE in line with Customer Service standards.
• Build rapport with the prospect in order to find out the objectives, needs and requirements of the customer, and take their interest forward.
• Is able to give accurate information on all services offered by the British Council, and to give customers the correct brochures, application and registration forms.
• Support test takers who wants to register online at our premises
• All feedback and customer comments are passed on to the Assistant Manager -Customer Service within one working day and recorded in writing.

Registration

• Register Exams candidates in a professional and friendly manner, while adhering to the procedures in place.
• Cross-sell relevant British Council services and products where appropriate
• Understand customer needs and turning enquiries into sales
• Work extra hours during registration period, if required

Standards for collection and handling of income

• Handles cash received from examination registrations
• Issues receipt for every income received.
• Responsible for balancing physical cash, card payments, cheques & direct bank transfers with the final day end reports accurately.
• Provides a memo or report required when unbalanced income clearing happens.
• Assist duty manager to reconcile income and assist in the banking process when needed.

Accurate databases /records, and projects

• All databases and records, and information files are kept up-to-date in line with requirements outlined by AM - Customer Service.
• Make sure that information brochures/ leaflets are replenished and are available at all times.
• Responsible for updating relevant knowledge files and databases /web/ design posters in line with requirements outlined by AM-CS.
• Specific projects and responsibilities given to each member of staff are carried out in line with expected objectives.
• As duty officer ensure that designated tasks for the relevant shifts are completed.

All above accountabilities, duties and responsibilities should comply with standards and guidelines incorporated in the Global Policy Framework (e.g. Code of Conduct, Global Policy Statements, Child Protection (CP), Equality, Diversity and Inclusion (EDI), Information Knowledge Management (IKM), ICT standards (e.g. Acceptable Usage of IT standards). Other important features or requirements of the job
The successful candidate will work a 5-day week between Monday-Saturday with a scheduled day off. Additional hours will occasionally need to be worked, particularly during peak examination periods. Role Requirements

• Candidate must have the right to live and work in the country in which the role is based.
• Diploma/Degree in any discipline
• Excellent written and oral communication skills in English
• Able to speak Mandarin is a plus
• At least 2 years\' experience working in a customer service role, preferably in the service industry.

Benefit

• Annual leave
• Statutory benefits
• Professional Development Opportunities

Interested candidate may also submit their application via our career webpage. Below is the link. https://careers.britishcouncil.org/job-invite/30522/ Job Types: Full-time, Permanent Salary: $2,419.00 - $4,493.00 per month Benefits:

• Health insurance
• Professional development

Schedule:

• Monday to Friday
• Weekend availability

Supplemental pay types:

• Commission pay
• Performance bonus

Application Deadline: 30/04/2023
Expected Start Date: 02/05/2023

• Health insurance