Lowongan Kerja Jakarta Raya Posisi Customers Management Executive di British Council

Info Loker

Perusahaan	British Council
Posisi	Customers Management Executive
Tempat	Jakarta Raya
Tingkatan Kerja	Pegawai (non-manajemen & non-supervisor)
Kualifikasi	D3 (Diploma), D4 (Diploma), Sarjana (S1), Sertifikat Professional
Jenis Pekerjaan	Kontrak
Spesialisasi Dibutuhkan	Penjualan - Korporasi, Penjualan / Pemasaran
Gaji Min	Rp. 1.800.000
Gaji Max	Rp. 5.500.000

Location – Jakarta – Sudirman CBD  |  Pay Band – H/4  |  Contract Type – Fixed term 12months

Role Purpose

The role purpose of Customers Management Executive in the British Council Indonesia is 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.

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.

•   Understand customer needs and turning enquiries into sales to meet the agreed sales conversion targets

•   Meeting the agreed KPI’s in customer contact resolution 

•   Build rapport with the prospect in order to find out the objectives, needs and requirements of the customer, and take their interest forward.

•   Is 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 wants 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.

•   Cross-sell relevant British Council services and products where appropriate

•   Work extra hours during registration periods, if required

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 replenished and are available at all times.

•   Responsible for updating relevant knowledge files and databases (CRM) /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. 

Other Responsibilities

•   Any other duties as assigned by the Line Manager

•   Participate at Sales & Marketing Events to support customer enquiries and registrations 

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 skill, knowledge and experience:

Demonstrable experience, in large complex international organisation of: 

•   Previous experience of working with customers in a service orientated environment

•   Excellent customer care skills across multiple channels

•   Selling skills (confident and effective in up-selling and cross-selling British Council products)

•   Competent IT and numeracy skills (English and word processing)

•   Accuracy (very high level of accuracy is required for all tasks)

Person Specification

•   Diploma /Degree (Fresh graduates will also be considered)

•   English language skills at B2 level, Aptis B2 (Listening & Speaking), IELTS Band 6 or above, or equivalent

Further Information

The successful candidate will work a 5-day week between Monday-Saturday with a scheduled day off. Work will be based on shift basis. Additional hours will occasionally need to be worked, particularly during peak examination periods

Closing date for application. 23rd March 2023, 23:59 Jakarta Time (GMT+07)

Note. Please submit your application to British Council career portal https://careers.britishcouncil.org/job-invite/36913/

Lamar kerja

Deskripsi Perusahaan

Info Perusahaan

• Industri: Pendidikan
• Ukuran Perusahaan: 51 - 200 pekerja
• Tunjangan dan Lain-lain: Asuransi Gigi, Asuransi kesehatan, Waktu regular, Senin - Jumat, Spectacles, Flexible working hours, Smart & Casual
• Lokasi: Sudirman CBD