Customer Service Excellence Specialist

1 week ago


Hong Kong, Central and Western District, Hong Kong SAR China British Council Full time

Role Overview

We are seeking a highly motivated and results-driven Customer Service Officer to join our Exams team in Hong Kong.

This is a locally recruited position, and applications are welcomed from candidates currently in this location with a natural right to work.

Key Responsibilities:

  • 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.
  • Meeting KPIs: Meeting the agreed KPI's in customer contact resolution.
  • Building Rapport: Build rapport with the prospect to find out the objectives, needs, and requirements of the customer, and take their interest forward.
  • Providing Information: Provide accurate information on all services offered by the British Council, and give customers the correct brochures, application, and registration forms.
  • Support Test Takers: Support test takers who want to register online at our premises.
  • Feedback and Records: All feedback and customer comments are passed on to the Assistant Manager - Customer Service within one working day and recorded in writing.

Registration Responsibilities:

  • Register Exams Candidates: Register Exams candidates in a professional and friendly manner, while adhering to the procedures in place.
  • Extra Hours: Work extra hours during registration periods, if required.

Accurate Databases/Records and Projects:

  • Databases and Records: Keep all databases and records, and information files up to date in line with requirements outlined by AM – Customer Service.
  • Information Brochures: Ensure that information brochures/leaflets are always replenished and available.
  • Update Knowledge Files: Update relevant knowledge files and databases (CRM)/web/design posters in line with requirements outlined by AM-CS.
  • Carry Out Projects: Carry out specific projects and responsibilities given to each member of staff in line with expected objectives.
  • Duty Officer: As duty officer, ensure that designated tasks for the relevant shifts are completed.

Other Responsibilities:

  • Assigned Duties: Any other duties as assigned by the Line Manager.
  • Sales & Marketing Events: Participate in Sales & Marketing Events to support customer enquiries and registrations.

Requirements:

  • Education: University degree or equivalent.
  • Language: English C1 (Aptis, IELTS 6.5 or equivalent).


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