Sales and Customer Management Executive
British Council
- Hanoi
- Contract
- Part-time
- Meet and exceed sales and customer management targets as set out by the organisation
- Via telephone: answer all telephone sales enquiries professionally with the purpose of generating excitement and interest in our products and driving the customers to visit the centre for a face-to-face consultation
- Via email: reply all email sales enquiries professionally with the purpose of generating excitement and interest in our products and driving the customers to visit the centre for a face-to-face consultation
- Via face-to-face consultation: provide face-to-face consultations to all customers in the centre by finding out their needs, issues and concerns and recommending a course that best suit them
- Placement tests: arrange branch testing days, times and slots in liaison with the Branch Manager and TC timetabling to ensure all level test candidates are given clear and accurate information about placement test function, procedures and timing; and all level testing sessions are recorded, supervised and organised efficiently and courteously and candidates are helped proactively.
- 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
- Follow-up with sales enquiries
- Provide an exceptional level of customer service to all existing customers to ensure that all their needs and requests are taken care of
- Handle all 1st and 2nd level complaints/feedback
- Follow up with existing students on incidents e.g. absent / movement and cancellation or failing students
- Arrange and support meetings with teachers and translation
- Be the first point of contact at Front of House (FOH) for credit or refund request
- Ensure that all new customers are registered accurately
- Ensure that all records are updated and maintained accurately
- Ensure that all existing customers (in the case of Younger Learners - their parents) are informed of re-registration periods in writing, telephone calls and class visits in a timely manner.
- Make follow up telephone calls to existing customers with the purpose of encouraging them to re-register.
- Update and maintain waiting list records
- Ensure that all databases and reports are updated and recorded in timely, accurate manner
- Ensure that marketing and Public Relation (PR) collateral is properly displayed and well stocked
- Monitor equipment and furniture in FOH area to ensure in good working order/condition
- Liaise with partner premises contact and TC Management in the event of any incident at the premises, and for housekeeping and security issues.
- Implement the British Council policies and procedures on Health and Safety and Child Protection
- Supervise and support the Branch Support Assistant in doing administrative tasks to ensure the smooth operation and high quality of delivery of English Language Training at Partner premises.
- Ensure that all responsibilities of the Sales and Customer Management Executive (Branches) are prepared for and completed by the Branch Support Assistant in the event of leave or training.
- Recruit, train and co-ordinate a team of part-time Helpers
- To supervise part time helpers
- Support the Teaching Assistant Co-ordinator in the supervision of Teaching Assistants and arrange for Customer Service Helpers to cover for Teaching Assistants as required.
- As part of the wider Sales and Customer Services 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 might include registering students, participation at Open Days, Parent Events, Seminars, Evening Receptions and Offsite Branch and Examination Promotions, for example.
- Any other duties as assigned by the line manager or branch manager to meet operational requirements
- Experience of working in a customer service/sales environment, preferably in the services industry
- Experience of working with children.
- Experience of safe planning, organization and delivery of activities for children.
- Competent IT skills
- Excellent communication and customer relation skills
- Very good problem solving skills
- Sales techniques
- Working with Children
- Effective communication and engagement with children and their families
- Ability to work in a way that promotes the safety and well-being of children
- Candidates must have the right to live and work in the country in which the role is based.
- Undergraduate degree
- Excellent English and Vietnamese. The candidate must have the ability to speak and write fluently