Role Profile

Job Description

Ref No:

Job title Directorate / Region Location of Post Reports to

Customer Services Advisor Department/Office

HCMC, Vietnam Customer Services Manager Customer Services H Part-time (20 hours/week)

Job Grade / Pay band Duration of Contract

Purpose of Job: - To secure excellent sales results whilst ensuring a high quality customer experience in handling enquiries about our English language or Exams services. 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 Councils ambassador and provide top quality services to all customers meeting all KPIs and deliver Sales & Customer Relations services in order to enable the Council to meet its sales targets.

Context and Environment: The Ho Chi Minh City teaching centre has been identified for ambitious expansion plans over the next three to five years and delivering the volume growth in sales required by these plans will be a critical task for the Sales and Customer Management team. We also have an expanding examinations operation facilitating the taking of UK examinations, with specific plans to grow our IELTS and APTIS customer base. Our customers engage with us face-to-face, online, through email and via the phone, and the SCM manager will lead the team to ensure an efficient and effective level of service . Accountabilities, responsibilities and main duties: Enquiries and Sales 1. Standards Face to Face Duties To greet all prospects in a warm, professional manner To build rapport and be patient with the prospect in order to find out the objectives, needs and requirements of the prospect To proactively present accurate and relevant Selling Points and Unique Selling Points on services offered by British Council Vietnam To counsel and work out a study plan for the prospect with the purpose of recommending them a course that will help them achieve their study objectives To be the Single Point of Contact (SPOC) for prospects, guiding them through the journey from first enquiry to final sale To maximise opportunities for cross selling and up selling To delight the customer in terms of experience and to help the customer to buy To close the sale, maximising enrolment and achieving targets To be accountable for monthly sales targets To maximise conversion rate of enquiries to sales by communicating features and
The United Kingdoms international organisation for educational opportunities and cultural relations. We are registered in England as a charity. Revised October 2006

To meet and exceed all sales targets and KPIs as set out by the organisation

benefits of British Council offers and by convincing and persuading prospects to enrol. Telephone & Email Enquiries To answer all calls within 45 seconds with a polite and pleasant manner according to corporate telephone standards e.g. call greeting, call handling, and call closing To maximise conversion rate of enquiries to sales by communicating features and benefits of British Council offers, and by convincing and persuading prospects to enrol. Customer Liaison and follow up To follow up with customers who test but do not place To revisit lapsed students via phone to reintroduce them to our products (warm calling) To handle all complaints of new customers and record and refer those of existing students to Student Services Manager. 2. Customer management, finance and admin Registration of new and existing customers for Teaching Centre and Exams To ensure that all new customers are registered accurately To ensure that all records are updated and maintained accurately Administration & Finance To register/reserve/waitlist students in appropriate classes and ensure details are entered into the system accurately. To receive examination applications, fully checking the information recorded before the customer leaves. To handle cash desk in the system and payments received for course/placement test/examination registration and other products/services. To reconcile and submit accurate revenue daily and deposit money collected to finance unit To park income collected over the counter on the FABS system under the correct WBS and G/L To refer all refunds to Teaching Centre or Exams staff in a timely and accurate manner To prepare and communicate closure notice to customers for walk-in services and on British Council website To handle all non-English and Exams enquiries. Teaching Centre placement tests To book a level test and enter details in the system accurately. All level test candidates are given clear and accurate information about placement test function, procedures and timing. To counsel and work out a study plan for the level test candidates with the purpose of recommending them a course that will help them achieve their study objectives Maintenance of front of house (FOH) and Information Centre (IC) To ensure that marketing and PR collateral and IC resoucces are properly displayed, well stocked and up-to-date To monitor equipment and furniture in FOH/IC area to ensure it is in good working order/condition To assist in the day-to-day running of the Information Centre in HCMC To do stock check of resources annually and remove damaged stock and broken equipment To ensure that catalogues are up-to-date and reflect the collection available in the centre To order and process equipment, materials and stationary for IC operation To ensure all the online resources work properly To prepare and deliver induction sessions for members

Standards

Support duties 3. Product knowledge, Offer Knowledge , Data collection and reporting, Sales & Marketing Support and others. Product Knowledge To acquire and maintain an excellent level of product knowledge, at all times. Liaison and training from product owners will be a necessary part of this with a proactive approach required at all times. Observation of classes and hands on experience of the products are required. Offer Knowledge To acquire and maintain an excellent level of pricing, discounting and offer knowledge at all times. Liaison and training via sales and business managers will be required. A proactive approach, including input and feedback from frontline customer experience is expected. Data collection and reporting To ensure that all databases and reports are updated and fully recorded in timely, accurate manner Sales & Marketing Support To 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 General Other duties: Administrative duties in support of the teams operation, as designated by Line Manager Attendance at regular professional development, training and skills programmes as required Full engagement with the performance management programme Other duties 4. As part of the wider Sales and 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 participation at Open Days, Parent Events, Seminars, Evening Receptions, Offsite Branch Promotions and Examination Promotions, for example. 1. Services provided are satisfied with Customer Services quality 2. The information is created and received in compliance with the Councils information management standards, policies, the UK Data Protection Principles and local legislation 3. Ensure diversity factors are considered throughout the process

Standards

Standards

Key Relationships: External: Customers, Visitors, Young learner students, Adult students, Parents Internal: Teaching Centre and Exams Business Managers, Senior Teachers, Teachers, Facilities, Finance and IT staff Other important Features or requirements of the job: The Centre is open to the public on Mondays to Fridays 08:30 am 08:30 pm and on Saturdays and Sundays 08:30 am 05:30 pm. The Customer Service Adviser works on a rota of different shifts. This will entail evening and weekend

working on a regular basis. He/she may be scheduled to work over a full weekend. Please specify any passport/visa and/or nationality requirement. Please indicate if any security or legal checks are required for this role. N/a

N/a

Person specification
Essential

Desirable

Assessment Stage

Behaviours

Working together - Establishing a genuinely common goal with others (Essential) Being Accountable - Delivering my best work in order to meet my commitments (More demanding) Making it Happen - Establishing a genuinely common goal with others (More demanding) Connecting with others - Making regular opportunities to understand others better (Essential) Creating Shared Purpose - Making regular opportunities to understand others better (Essential) Shaping the Future - Looking for ways in which we can do things better (Essential)
Skills and Knowledge

E E E

Application & Interview

Application & Interview

Application & Interview

Excellent English & Vietnamese (all four skills) Computer Proficiency Sales techniques Experience 2-3 years previous experience of working in a sales environment, preferably in the services industry Qualifications Graduate in relevant field

E E E

Shortlist & Interview Shortlist & Interview Shortlist & Interview

Yes

Shortlist & Interview

Yes

Shortlist

Submitted by: Line Manager Signature Full Name Tran Pham Post Holder

Date

10 June 2013