Sales & Customer Management Officer
2 weeks ago
**Role Purpose**:
- The main duty of a Sales & Customer Management Officer is to ensure a high quality, welcoming and efficient integrated customer service experience to all new and existing customers with the purpose of meeting/exceeding sales and customer management targets across all British Council services
- To act as British Council’s ambassador and provide top quality, welcoming and efficient integrated sales customer engagement experience to all new and existing customers and deliver Sales & Customer Management targets in order to enable the Council to meet its business targets and objectives.
**Main accountabilities but not limited to the following**:
- Sales To response to all SCM related 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 and register to English Courses according to the British Council’s standard
- To follow up leads as assigned and encourage customers to visit the centre for consultation services and registration and to provide report of leads follow-up.
- To provide consultations to all prospect/leads by identifying / building up their needs, handling objections and recommending a course that best suits them in order to close deal.
- To give suggestion on classes to open in each term to SCM supervisor to reflect mainstream of customers demands.
**Customer management**
- To provide an exceptional level of customer engagement to all existing customers to ensure that all their needs and requests are taken care of.
- To handle level 1 & 2 complaints/feedback according to the “Complaint Management Policy”.
- To follow up with existing students on incidents e.g. absent / movement and cancellation or failing students.
- To arrange and support meetings with Branch manager, teachers and translation.
- To screen/examine all credit and refund request before submitting the documents to supervisors.
- To be the first point of contact at FOH for credit or refund request
**Registration of new customers for Teaching Centre**
- To ensure that all new customers are registered
- To understanad the reasons for PT taken and not-registered and identify solutions
- To ensure that waiting list records are regularly updated, followed up and maintained.
- To ensure that all records are updated and maintained accurately.
**Re registration of existing customers for Teaching Centre**
- To ensure that all existing customers (in the case of Younger Learners - their parents) are informed of re-registration periods in writing, in-house poster, telephone calls, SMS, line group and class visits in a timely manner.
- To make regular follow up telephone calls to existing customers during the term with the purpose of engaging customers, maintain positive customer relationship and encouraging them to re-register.
- To ensure that waiting list records are regularly updated, followed up and maintained.
**Administration & Finance**
- To register/reserve/waitlist students in appropriate classes and details are entered in the system accurately.
- To handle cash desk in the system and ensure that payments received for course/placement test/examination registration and other products/services of SCM Officers is daily accurate before sending the report to Finance & admin staff.
- To response to all refunds enquiries in a timely and accurate manner.
- To follow up aged debtor report list, inform customers to spend their credits in the system.
- To provide necessary data to operation & system team for incentive monthly report preparation.
**Placement tests**
- To book a level test and enter details in the system accurately.
- To ensure that all databases and reports are updated and recorded in timely, accurate manner.
**Sales & Marketing Support**
- To provide participation 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.
- To provide concrete feedback on British Council campaigns and promotions to supervisors to raise brand awareness and generate enquiries for sales. Maintenance of front of house
- To ensure that marketing and PR collateral is properly displayed and well stocked.
- To monitor equipment and furniture in FOH area to ensure in good working order/condition.
**Others**
- Any other teaching centre and SCM related duties as assigned by the Line Manager from time to time.
**Role specific knowledge and experience**:
- At least 1-2 years experience in sales and customer management environment of education or services related field
- Be able to work under the situation/events that related to children or parents.
**Further Information**:
Pay Band: Grade J (Salary starts from THB 21,403.20 per month)
Contract Type: Indefinite Local Contract
Location: Bangkok, Thailand
**Job Types**: Full-time, Permanent
**Salary**: ฿21,403.00 - ฿39,748.00 per month
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