Examinations - Customer Service Executive

2 weeks ago

Singapore British Council. Full time

**Pay Band: 4 / Grade H**
**Location: Napier Road, Singapore**

**Department : Exams Customer Services**

**Contract Type: Indefinite Local Contract**

**Closing Date: Monday, 27th January 2025 - 23:59 Malaysia Time (GMT +8)**

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

**Additional Information**

Conditions of Employment**:Local Direct Hire**

A connected and trusted UK in a more connected and trusted world.

**Equality, Diversity, and Inclusion (EDI) Statement**

All disabled applicants who meet the essential criteria are guaranteed an interview and we have Disability Confident Employer Status. We welcome discussions about specific requirements or adjustments to enable participation and engagement in our work and activities.

The British Council is committed to safeguarding children, young people and adults who we work with.

We believe that all children and adults everywhere in the world deserve to live in safe environments and have the right to be protected from all forms of abuse, maltreatment and exploitation as set out in article 19, UNCRC (United Nations Convention on the Rights of the Child) 1989.

Appointment to positions where there is direct involvement with vulnerable groups will be dependent on thorough checks being completed; these will include qualification checks, reference checks, identity & criminal record checks in line with legal requirements and with the British Council’s Safeguarding policies for Adults and Children.

Pay: $1,638.97 - $4,122.39 per month

**Experience**:

- Customer service: 1 year (preferred)

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