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Role Profile

Job Description Job title Directorate / Region Location of Post Reports to Customer Advisor East Asia Malaysia Senior Manager Customer Services Department/Country Job Grade / Pay band Duration of Contract

Ref No:

Customer Services J Permanent

Purpose of Job: As the first point of customer contact for telephone and email enquires as well as to provide administrative support for the teachers Context and Environment: The post holder will be working on a shift that covers a 7 day and 20 hour operations working rota. Post holder will need to work flexible hours during peak periods as and when requested.

Accountabilities, responsibilities and main duties: 1. To deliver telephone and email enquiry service to external and internal customers in line with agreed corporate standards in order to meet customer needs and stakeholders objectives. Provide telephone and email consultation and advice to all customers in an efficient and professional manner Ensure timely follow-ups on all customers. To ensure that all key performance indicators are met or exceeded. Calls are answered promptly, politely and efficiently within three rings Individual call abandonment rate must not exceed 5 calls per day Emails are answered promptly within 24 hours of arrival Accuracy in information provided and individual complaints must not exceed 3 per year (this is applicable for internal and external customers) Actions for follow up from teachers are followed through and completed within 24 hours Customer Service Standards and local Key Performance Indicators (mystery shopping exercise and sales targets) are met, if not exceeded. All customer communication are updated in the templates provided and communicated immediately not exceeding 24 hours Log on the EzyTouch system according to the service hours specified

Standards 2.

To support the teaching centre with the administrative task in line with Teaching Centre Audit requirements All enquires are accurately and comprehensively replied to within 24 hrs of receipt. Re-registration letters, survey forms are delivered on time with no errors. All registration forms of the placement test and data accurately keyed in within 24 hours Plasma screen class timetables are to be prepared before the first day of each class and updated regularly. All certificates are to be issued by the last day of classes. Ensure teachers are provided with accurate registers on the first day of each class and follow up checks are done on day 3 Accuracy in the information provided and printed less then 2 complaints or errors from internal customers To complete any ad hoc task as requested by the teaching centre


The British Council is the United Kingdom's international organisation for cultural relations and education opportunities. British Council Malaysia is a branch (995232-A) of the British Council, registered as a charity in England and Wales (209131) and Scotland (SC037733).


Receive payment and complete registration using "CAMPUS" or POS Customer information keyed in to CAMPUS as per the CAMPUS/FABS Easy Step Guide Documentation and recording of payments are printed and given to customers according to the standards specificed in the CAMPUS/FABS Easy Step Guide and or POS Systems Class fill is not above 20 unless approved by DDELS and students are not moved to higer or lower levels with the approval of a manager. Accuracy in cash, credit card, cheque and direct bank transfer collections for all payments and this is recorded in the CAMPUS or POS system according to the CAMPUS/FABS Easy Step Guide and or POS Systems All payment collection process is according to the British Council payment and finance policies. All payments collections must be accounted for and end of day/cash desk closuring procedures/journals must be completed without any discrepancies. Any discrepancies in payment collections, methods or any other related matters must be communicated the line manager and Finance Department by the end of the business day. To ensure that revenue collected is dropped in the night safe and delivered to Finance Unit for banking daily before 8.45am the following day.


Key Relationships: External and Internal Business Stakeholders Other important Features or requirements of the job: Aptitude to deal with challenging customers. Ability to work with minimal supervision under tight deadlines with strong attention to details. Please specify any passport/visa and/or nationality requirement. Please indicate if any security or legal checks are required for this role. The post is specifically for Malaysians or holders of Malaysian Permanent Residence


Person Specification



Assessment Stage

Behaviours Creating Shared Purpose (E) Connecting with others (E) Working Together (E) Being Accountable (E) Making it Happen (E) X X X N/A N/A N/A N/A Interview Interview Interview NA NA

Shaping the future (E)

Skills and Knowledge Experience in working in a multicultural environment IT aptitude and knowledge of database Ability to speak and write in English and Bahasa Malaysia Experience At least 1 year experience in a sales driven call centre environment or customer service industry Qualifications Minimum - High School Qualifications (SPM or equivalent) Submitted by: X X X X

Shortlisting and Interview Shortlisting and Interview Shortlisting and Interview

Shortlisting and Interview X

Shortlisting and Interview

Anita Mammen


September 2011

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