Pay Band: 4 / Grade H
Location: Napier Road, Singapore
Department : Exams Customer Services
Contract Type: Indefinite Local Contract
Role Purpose:
To provide excellent Customer Service to all customers interested in all of the British Council’s activities (including English teaching, Examinations, Education UK, Library and cultural operations) in order to meet and exceed customers’ expectations and enable the British Council to meet its corporate objectives.
Main accountabilities but not limited to the following:
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.
- Build rapport with the prospect in order to find out the objectives, needs and requirements of the customer, and take their interest forward.
- Able to give accurate information on all services offered by the British Council, and to 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.
- To communicate with internal and external personnel in a professional and enthusiastic manner.
Registration
- Register Exams candidates in a professional and friendly manner, while adhering to the procedures in place.
- Cross-sell relevant British Council services and products where appropriate.
- Understand customer needs and turning enquiries into sales.
- Work extra hours during registration period, if required
Standard For Collection And Handling Of Income
- Handles payment received from examination registrations.
- Responsible for generating and issuing payment links to customers for any required fees or charges.
- Ensures the payment link is accurate and provided to the customer promptly via the appropriate communication channel.
- Verifies payment completion before proceeding with the requested service or action.
Accurate Databases / Records, and Projects
- All databases and records, and information files are kept up to date in line with requirements outlined by AM – Customer Service.
- Make sure that information brochures/ leaflets are always replenished and are available.
- Responsible for updating relevant knowledge files and databases /web/ design posters in line with requirements outlined by AM-CS.
- Specific projects and responsibilities given to each member of staff are carried out in line with expected objectives.
- As duty officer ensure that designated tasks for the relevant shifts are completed.
All above accountabilities, duties and responsibilities should comply with standards and guidelines incorporated in the Global Policy Framework (e.g., Code of Conduct, Global Policy Statements, Child Protection (CP), Equality, Diversity, and Inclusion (EDI), Information Knowledge Management (IKM), ICT standards (e.g., Acceptable Usage of IT standards).
Role specific knowledge and experience
Minimum/essential
- Selling skills (confident and effective in up-selling and cross-selling British Council products)
- Competent IT and numeracy skills
- Accuracy (very high level of accuracy is required for all tasks)
- Excellent customer care skills across multiple channels
Desirable
- Knowledge of CRM
- Complaints handling
Requirements
- Diploma/Degree in any discipline
- At least 2 years’ experience working in a customer service role, preferably in the service industry.
- Excellent written and oral communication skills in English. Having ability to communicate in Chinese language is an added value.
- The successful candidate will work a 5-day week between Monday-Saturday with a scheduled day off. Additional hours will occasionally need to be worked, particularly during peak examination periods.
Additional Information
Conditions of Employment: Local Direct Hire
- Applications are welcomed from candidates currently in the 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.
