Sales and Customer Management Executive

• Be accountable for monthly sales and re-registration rate targets and monitor class fill.

• Close the sale, maximising enrolment and protecting target achievement.

• Be accountable for refund requests of sales made and minimize the refunds,

• Proactively present accurate and relevant Selling Points and Unique Selling Points on services offered by British Council Korea

• Be the Single Point of Contact for prospects, guiding them through the journey from first enquiry to final sale.

• Maximise opportunities for cross selling and up selling.

• Register/waitlist students in appropriate classes and details are entered on the British Council system accurately.

• Follow up on customers who book placement tests but do not turn up, and customers who test but do not place.

• Evaluate accurate English proficiency level for students by administering and delivering placement tests when necessary.

• Provide face-to-face consultations to all customers in the centre by finding out their needs, issues, and concerns in a warm, professional manner.

• Be the first point of contact at Front of House for refund request and resolve all complaints/feedback.

• Ensure that all records are updated and maintained accurately in a timely manner from time to time.

• Handle cash desk accurately in the system and payments received correctly for course/placement test registration and other products/services.

• Distribute promotion materials to customers.

• Revisit lapsed students via phone to reintroduce them to our products (warm calling)

• Conduct phone-based surveys from time to time on why students did not register with us or return to us.

• Follow up with existing students on incidents e.g. absent / movement and cancellation or failing students.

• Arrange and support meetings with teachers and translation.

• 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.

• Provide post-sales customer management support to all Teaching Centre students as required from time to time in a professional manner meeting Council KPIs.

• Maximise conversion rates of enquiries to sales figures by communicating feature benefits of British Council offers, convincing and persuading prospects to enrol.

• Handle enquires from new and existing students meeting British Council standards.

• Acquire and maintain an excellent level of product knowledge at all times.

• Liaise and train via product owners will be a necessary part of this with a proactive approach required at all times.

• Observe classes and hands-on experience of the product is required.

• Acquire and maintain an excellent level of pricing, discounting and always offer or package knowledge in order to be able to counsel and guide students in their study pathways.

• Liaise and train via sales and business managers will be required—a proactive approach, including input and feedback from frontline customer experience is expected.

• Acquire and maintain an excellent level of pricing, discounting and offer or package knowledge of competitors to include mystery shopping exercises to gather market intelligence.

• Administrative duties in support of the team’s operation or any other duties as assigned by the line manager.

• Attend at regular professional development, training and skills programmes as required.

• Engage fully with the performance management programme.

• Monitor equipment and furniture in FOH area to ensure in good working order/condition and stationary stock check in all classrooms.

• Ensure that all databases and reports are updated and recorded in timely, accurate manner.

• Participate in projects as agreed in the performance management and professional development.

• 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 Teaching Centre. This might include registering students, participation at Open Days, Parent Events, Seminars, Evening Receptions and Offsite Branch and Examination Promotions, for example.

• At least 1-2 years of experience of working in a customer service/sales environment (and/or in the same industry)

• Working experience in a young learners’ educational institution is preferred

• Experience of working with children

• Experience of safe planning, organisation, and delivery of activities for children.

• Education: University degree or equivalent

• Language: