Payband: 4 (Monthly salary range:14500-16500 HKD (negotiable))
Department: Exams
Contract type: Indefinite
Location: Hong Kong

Number of job openings : 1 post

Role Purpose
To ensure a high quality and efficient integrated customer service experience for customers meeting all British Council Key Performance Indicators (KPIs) for customer satisfaction. By converting enquiries into sales support the wider exams team to achieve its annual business targets.

Main Accountabilities
Enquiry handling
Answer first level enquiries 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; understand customer needs and turning enquiries into sales to meet the agreed sales conversion targets.

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.

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; responsible for updating relevant knowledge files and databases (CRM) /web/ design posters in line with requirements outlined by AM-CS; acts as duty officer who ensures that designated tasks for the relevant shifts are completed.  

Requirements
•    Candidate must have the right to live and work in the country in which the role is based
•    Previous experience of working with customers in a service-oriented environment
•    Excellent customer care skills across multiple channels
•    Selling skills (confident and effective in up-selling and cross-selling British Council products)
•    Competent IT and numeracy skills (English and Chinese word processing)
•    Accuracy (very high level of accuracy is required for all tasks)

Benefits
•    20 days annual leave per year
•    Statutory benefits
•    Commercial insurance package including accidental insurance, life insurance, and supplementary medical insurance Provident Fund – if applicable
•    Professional development opportunities 

Closing date for application: Friday, 10 June 2022  23:59 HK TIME (GMT+08)

 Apply here: https://careers.britishcouncil.org/job-invite/13698/

The British Council is the UK’s international organisation for cultural relations and educational opportunities. We create friendly knowledge and understanding between the people of the UK and other countries. We do this by making a positive contribution to the UK and the countries we work with – changing lives by creating opportunities, building connections and engendering trust.