CUSTOMER MANAGEMENT ASSISTANT
1 month ago
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
To act as British Council’s ambassador and provide top quality services to all customers.
To ensure that customer service is of high standard and relevant to the needs of our target audience in support of British Council objectives in Hong Kong.
Role context
The main duty of a Customer Management Assistant (CMA) is to handle inquires and register customers for our English language courses and examinations.
This includes handling in-person inquiries and/or registrations, answering telephone and email inquiries, as well as conducting placement tests for Teaching Centre customers.
Main accountabilities but not limited to the following:
• Provide operational support to the wider Sales & Customer Management (SCM) team.
• Register and reserve new and existing students in appropriate classes accurately. To ensure details are entered in different systems accurately. To handle cash desk in the British Council system and take payments using correct credit card machines accurately for courses / placement tests / examination registrations and other products / services. To update and maintain records from time to time.
• Answer / transfer inbound calls with a polite and pleasant manner providing accurate and timely information.
• Provide an exceptional level of customer service to all customers to ensure that all their needs and requests are taken care of.
• Any other duties as assigned by the Line Manager.
• Ensure safeguarding and guidelines are applied and upheld in line with standards and policy.
Requirements:
• The British Council systems and global processes operate in English. Written and verbal proficiency in English is required.
• Good command of Chinese
• Able to communicate in Mandarin
• Tertiary education preferred
Role specific knowledge and experience:
Minimum/essential
• Experience of working in a customer service orientated environment
Role specific skills:
• Good IT skills-use of spreadsheet, accurate data input
Further Information
Salary: maximum $75 per hour
Contract Type – hourly paid
Location – Admiralty - British Council, Hong Kong
Other Requirements
– As we cannot sponsor work passes, applicants must already have the right to live and work in Hong Kong.
– We work from 9:00 am – 10:00 pm on weekdays and from 8:45 am to 7:00 pm on Saturdays and Sundays.
– The successful candidate will be allocated hours according to operational needs within mutual agreement between the staff and the Council on an hourly basis.
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 askhr@britishcouncil.org
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.
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