Pay Band: 4 / Grade H
Location: Toa Payoh, Singapore
Department : English Sales and Customer Management
Contract Type: Indefinite Local Contract
Closing Date: Wednesday, 21st February 2024- 23:59 Singapore Time (GMT +8)
Role Purpose:
The main duty of a Sales & Customer Management Executive (SCME) is to secure excellent sales results (new and existing students) in order to assist the Teaching Centre to meet or exceed its sales targets.
The SCME is also responsible for delivering a seamless customer experience to customers when handling enquiries about British Council English language services and to provide a high quality, efficient and integrated pre and post-sale customer management experience for students and other customers across all British Council Services meeting Key Performance Indicators (KPIs).
Main accountabilities but not limited to the following:
Sales & Account Servicing
To meet and exceed all sales (new and existing students) targets and KPIs as set out by the organisation.
- Be accountable for individual’s & team’s monthly/quarterly sales (new and existing students) targets.
- Provide consultation services to students or parents on British Council courses and be the Single Point of Contact (SPOC) for prospects, guiding them through the journey from first enquiry to final sale.
- Administer placement tests to both local and overseas students where necessary, to ensure a good fit of products and learning needs.
- To maximise opportunities for cross selling and up sellingFollow up with customers who had their consultations and/or placement tests but did not register with the purpose of offering them alternative solutions to enroll onto a British Council course.
- To maximise conversion rates of enquiries/placement tests to registrations by following up telephone and email enquiries, ensuring smooth customer enrolment process.
- To use Salesforce CRM to monitor daily sales performance so that appropriate actions can be taken to meet or exceed sales (new and existing students) targets.
- Provide an exceptional level of sales and customer management to all customers to ensure that all their needs and requests are taken care of.
Customer Management
To provide British Council students excellent post-sales services so that they enjoy a good experience with the organisation.
- Attend to all customers’ requests and enquiries through all British Council channels in a timely manner.
- Ensure that all existing customers are informed of re-registration promotions and periods through various channels as appropriate (e.g. in writing, telephone calls, EDM).
- Register/reserve/waitlist students in appropriate classes and details are entered in the system accurately.
- To handle cash desk in the system accurately and payments received correctly for course.
- registrations/placement test/examination registration and other products/services.
- Daily reconciliation of individual revenue.
- Ensure that all databases and reports are updated and recorded in a timely and accurate manner.
- To provide administrative support, as required, to enable excellent customer experience is delivered to students.
System
- Be proficient in using relevant systems, such as CRM, British Council student registration systems (TCMS & OBS) and other IT systems or platforms used to ensure smooth operation of the British Council.
Product & Offer Knowledge
- To acquire and maintain an excellent level of product knowledge at all times by attending product training and observing classes.
- To acquire and maintain an excellent level of pricing, discounting and offer knowledge at all times through briefing and attending professional development and skills programmes.
Data collection and reporting
- To input Teaching Centre data, following British Council guidelines, in the relevant systems and ensure that all databases and reports are updated and recorded in a timely and accurate manner.
Housekeeping
- To ensure British Council promotional materials in public areas are up-to-date and professionally displayed with adequate copies.
- To monitor equipment and furniture in the front of house to ensure they are in good working order/condition.
- To ensure the front of house is well organised and tidy, meeting British Council’s health and safety guidelines.
General
- Comply with the Standing Operating Procedures (SOP) as per the job requirement
- Any other duties as assigned by the Line Manager
- Attendance at regular professional development, training and skills programmes as required
- Full engagement with the performance management programme (PMPD)
- Participate in projects as agreed in Performance Agreement
- Attend and/or complete all British Council mandatory e-learning modules.
Other Responsibilities and Duties
- As part of the wider Sales and Customer Management 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 may include covering duties at any of the branches of British Council Singapore. This may also include participation at Open Days, Parent Events, Seminars, Evening Receptions and Offsite Branch and Examination Promotions, for example.
- 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.
Role specific knowledge and experience
Essential
- At least 6 months work experience in a B2C customer management and/or sales environment.
Desirable
- Experience within the education sector
- Experience of working with CRM systems (Salesforce preferred)
Requirements
- Having qualification Diploma/Degree in Marketing/Sales or Business Management
- Good written and oral communication skills in English (Interview and IELTS (or equivalent) score of 6.5 or above.
- Good written and oral communication skills in Mandarin is an advantage.
- The successful candidate will work a 5-day week on a shift system from Monday to Sunday. Evening and weekend work are required on a regular basis.
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 on-going visa support is not provided by the British Council for this role. Relocation support is also not provided.
