Published on www.allthetopbananas.com 16 Mar 2025
Pay Band: 4/H (from HKD 14,170 per month)
Country/Location: Hong Kong
Department: Exams
Contract Type: Indefinite
Closing Date: Sunday, 30 March 2025 - 23:59 (GMT +8)
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. Challenges and 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. Meeting the agreed KPI’s in customer contact resolution. Build rapport with the prospect to find out the objectives, needs and requirements of the customer, and take their interest forward. Provide accurate information on all services offered by the British Council, and give customers the correct brochures, application, and registration forms. Support test takers who want 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. Work extra hours during registration periods, if required. Accurate databases/records, and projects
Keep all databases and records, and information files up to date in line with requirements outlined by AM – Customer Service. Ensure that information brochures/leaflets are always replenished and available. Update relevant knowledge files and databases (CRM)/web/design posters in line with requirements outlined by AM-CS. Carry out specific projects and responsibilities given to each member of staff in line with expected objectives. As duty officer, ensure that designated tasks for the relevant shifts are completed. Other Responsibilities
Any other duties as assigned by the Line Manager. Participate in Sales & Marketing Events to support customer enquiries and registrations. Role specific knowledge and experience:
Minimum/essential
At least 1-year experience working in a customer service/sales/call center environment; preferably in the service industry with good relationship management capability. Desirable
2 years solid experience working in a B2C call center environment, and experience in handling B2C Live Chat text conversations. Requirements:
Education: University degree or equivalent. Language: English C1 (Aptis, IELTS 6.5 or equivalent). Locally Recruited Applications are welcomed from candidates currently in this location with a natural right to work. Applications are also welcomed from candidates currently based in other British Council country offices. However, please note candidates must have a natural right to work in the country, on a permanent basis, as immigration clearance and/or ongoing visa support is not provided by the British Council for this role. Relocation support is also not provided.
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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. Challenges and 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. Meeting the agreed KPI’s in customer contact resolution. Build rapport with the prospect to find out the objectives, needs and requirements of the customer, and take their interest forward. Provide accurate information on all services offered by the British Council, and give customers the correct brochures, application, and registration forms. Support test takers who want 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. Work extra hours during registration periods, if required. Accurate databases/records, and projects
Keep all databases and records, and information files up to date in line with requirements outlined by AM – Customer Service. Ensure that information brochures/leaflets are always replenished and available. Update relevant knowledge files and databases (CRM)/web/design posters in line with requirements outlined by AM-CS. Carry out specific projects and responsibilities given to each member of staff in line with expected objectives. As duty officer, ensure that designated tasks for the relevant shifts are completed. Other Responsibilities
Any other duties as assigned by the Line Manager. Participate in Sales & Marketing Events to support customer enquiries and registrations. Role specific knowledge and experience:
Minimum/essential
At least 1-year experience working in a customer service/sales/call center environment; preferably in the service industry with good relationship management capability. Desirable
2 years solid experience working in a B2C call center environment, and experience in handling B2C Live Chat text conversations. Requirements:
Education: University degree or equivalent. Language: English C1 (Aptis, IELTS 6.5 or equivalent). Locally Recruited Applications are welcomed from candidates currently in this location with a natural right to work. Applications are also welcomed from candidates currently based in other British Council country offices. However, please note candidates must have a natural right to work in the country, on a permanent basis, as immigration clearance and/or ongoing visa support is not provided by the British Council for this role. Relocation support is also not provided.
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