CUSTOMER MANAGEMENT ASSISTANT (HOURLY PAY)

We support peace and prosperity by building connections, understanding and trust between people in the UK and countries worldwide. For 90 years we have shaped brighter futures through education, arts, culture, language, and creativity. Working with people in over 200 countries and territories, we are on the ground in more than 100 countries. We connect. We inspire. Salary: HKD 75 per hour Contract Type: hourly paid Location: Tsim Sha Tsui - British Council, Hong Kong Right to work: As we cannot sponsor work passes, applicants must already have the right to live and work in Hong Kong. Work pattern: We work from 9:00 am – 10:00 pm on weekdays and from 9:00 am to 7:00 pm on Saturdays and Sundays. The successful candidate will be allocated hours according to operational needs within mutual agreement between the staff and the Council on an hourly basis. Advert closing date: Sunday, 12 July 23:59 China time (GMT+08) Role Purpose To act as British Council’s ambassador and provide top quality services to all customers. To ensure that customer service is of high standard and relevant to the needs of our target audience in support of British Council objectives in Hong Kong. Role context The main duty of a Customer Management Assistant (CMA) is to handle inquires and register customers for our English language courses and examinations. This includes handling in-person inquiries and/or registrations, answering telephone and email inquiries, as well as conducting placement tests for Teaching Centre customers. Main accountabilities but not limited to the following: • Provide operational support to the wider Sales & Customer Management (SCM) team. • Register and reserve new and existing students in appropriate classes accurately. To ensure details are entered in different systems accurately. To handle cash desk in the British Council system and take payments using correct credit card machines accurately for courses / placement tests / examination registrations and other products / services. To update and maintain records from time to time. • Answer / transfer inbound calls with a polite and pleasant manner providing accurate and timely information. • Provide an exceptional level of customer service to all customers to ensure that all their needs and requests are taken care of. • Any other duties as assigned by the Line Manager. • Ensure safeguarding and guidelines are applied and upheld in line with standards and policy. Requirements: • The British Council systems and global processes operate in English. Written and verbal proficiency in English is required. • Good command of Chinese • Able to communicate in Mandarin • Tertiary education preferred Role specific knowledge and experience: • Experience of working in a customer service orientated environment Role specific skills: • Good IT skills-use of spreadsheet, accurate data input A connected and trusted UK in a more connected and trusted world. Equality, Diversity and Inclusion Statement We are committed to equality, diversity and inclusion and welcome applications from all sections of the community as we believe that a diverse workforce gives added depth to our work. The British Council is a Disability Confident Employer. The Disability Confident scheme helps challenge attitudes, increase understanding of disability and ensure staff are drawn from the widest possible pool of talent. We guarantee an interview for disabled applicants who meet the minimum role requirements. We welcome discussions about specific requirements or adjustments to enable participation and engagement in our work and activities. Safeguarding Statement 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 in line with legal requirements and with the British Council’s Safeguarding policies for Adults and Children. If you experience any difficulties with submitting your application, please email askhr@britishcouncil.org