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    Customer Management Assistant - Tokyo, 日本 - British Council

    British Council
    British Council Tokyo, 日本

    1週間前

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    説明

    We support peace and prosperity by building connections, understanding and trust between people in the UK and countries worldwide.

    We work directly with individuals to help them gain the skills, confidence and connections to transform their lives and shape a better world in partnership with the UK. We support them to build networks and explore creative ideas, to learn English, to get a high-quality education and to gain internationally recognised qualifications.

    Working with people in over 200 countries and territories, we are on the ground in more than 100 countries. In 2021–22 we reached 650 million people.

    Role Purpose:

  • To provide customer service and support to Adult & Young learners during the course of their studies with the British Council
  • To provide quality back-end support to the British Council Sales & Customer Management Team
  • To act as British Council's ambassador and provide top quality services to all customers meeting all British Council Key Performance Indicators (KPIs) and deliver exceptional level of customer service in order to enable the Council to meet its business targets.

    • Main accountabilities but not limited to the following:

    Customer Management ( 5 0%)

  • Open and close the centre Greet all prospects in a warm, professional manner
  • Handle new customers welcome walk-in and support for their request managing customer's visit for their placement test making a confirmation call to the customers who booked/didn't turn up the placement test
  • Handle existing customers all the incoming calls for their enquires library management and renting books prompt and clear communication about any issues, suggestions complains and feedback from customers to SCM team, Academic team and other relevant staffs
  • Handle customers enquiries via phone
  • Handle centre official e-mails/CRM cases

    • Administration Support (45%)

  • Support course payment & customer document
  • Update attendances and create certificates
  • Clear payments for bank transfer (when it is available)
  • Provide support in researching and analysing customer behaviours and trends
  • Prepare attendance sheets and related documents with class files before new courses start
  • Compile attendance sheets and related documents with class files after courses finish
  • Stock checking / Order materials for teaching and SCM teams
  • Produce student/parent card/pick up and drop off list and card
  • Provide support to events
  • Update & display notices and signs to the good standard
  • Ensure & monitor tidiness of classrooms and public area
  • Create and maintain accurate information for online placement test and consultation services schedule in Salesforce system & daily sales report
  • Update weekly sales report and monthly reconcilliation
  • Check online writing test result and update the result into the daily sales report
  • Input customers information into SMS and CRM

    • Others (5%)

  • To support requests or tasks from staffs and teachers

    • Product Knowledge

    Acquire and maintain an excellent level of product knowledge at all times. Liaison and training via product owners will be a necessary part of this with a proactive approach required at all times. Observation of classes and 'hands on' experience of the products is required.

    Offer Knowledge

    Acquire and maintain an excellent level of pricing, discounting and offer knowledge at all times. Liaison and training via sales and business managers will be required.

    Sales & Marketing Support

    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

    General duties

  • administrative duties in support of the Teaching Centre Business Support team's operation, as designated by managers
  • attendance at regular professional development, training and skills programmes as required
  • any other duties or project work as assigned by the line manager

    • Systems

    Be proficient in using relevant systems, such as online booking system, Customer Management System, CRM and TCMS to ensure the smooth operation of the Teaching Centre.

    As part of the Teaching Centre Business Support team serving both internal and external customers you will be required to support and assist your colleagues from time to time in tasks that ensure the smooth running of the Teaching Centre operations. These include registering students, participation at in house or off-site promotional events, etc.

    Role specific knowledge and experience:

    Essential

  • Experience in customer service management.
  • Good written and verbal communication skills in English and Japanese

    • Desirable

  • Experience in data analysis
  • Customer oriented mind
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