Sales and Customer Management Officer

3 months ago

เชยงใหม, Thailand British Council Full time

**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 provide marketing support in Chiangmai and contribute to business growth
- 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 respond 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 professional 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 be opened in each term to SCM supervisor to reflect mainstream of customers demands.
- To ensure that all new customers are registered accurately and timely.
- 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.

**Customer management**
- To provide an exceptional level of customer service and to engage with all potential and existing customers to ensure that all their needs and requests are taken care of.
- To handle level 1 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, translate and support customers’ meetings with Branch manager and teachers
- To screen/examine all credit and refund request before submitting the documents to supervisors
- To be the first point of contact at front of house for credit or refund request

**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.
- To contribute to the Branch hitting or exceeding re-registration targets.

**Marketing Support**
- To suggest/recommend marketing initiatives responding to local needs to drive sales.
- To closely work together with the Branch Manager implement marketing campaigns and activites for the English programmes in the center
- To support the preparation for onsite and offsite events of sales and customer management
- to explore marketing opportunities and channels and to take part in the chosen events (e.g. road shows, educational fairs, open days and workshops)

**For myClass students**
- Proactively keep existing students informed and updated on their package expiry and/or lesson credits remaining for their course and advise on re-registration options
- Make follow up calls with myClass students between every 10 lessons.
- Ensure that students are managing their bookings and cancellations effectively
- Monitor the popularity of the class and provide feedback to relevant stakeholders

**Data collection and reporting**
- To ensure that all databases and reports are updated and recorded in timely, accurate manner meeting British Council guidelines.

**Maintenance of front of house**
- To ensure that marketing and PR collateral is properly displayed and well stocked.
- To monitor equipment and furniture in front of house area to ensure they are in a 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**:
Essential
- At least 1 years experience in sales and customer management environment of education or services related field

**Further Information**:
Contract Type: Indefinite Local Contract
Location: Chiang Mai, Thailand
**Requirements**:

- Education to tertiary level at any disciplines
- Fluent in both English & Thai

**Job Types**: Full-time, Perma

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