Job Opportunities in Thailand

Call Centre Officer

• To deliver a positive experience for all potential and existing Teaching Center, British Council customers with an aim to maximise our business. The aim is to provide first time resolution to teaching centre customers enquiries over the Phone, email, and Webchat.
• Call centre need to handle all enquiries and to secure face-to-face or online appointments and to make placement test for prospects whilst ensuring a high-quality customer experience in handling enquiries about our English language services.

• To answer all incoming calls with a polite and pleasant manner according to corporate telephone standards e.g., call greeting, call handling, and call closing.
• Make outbound calls to prospective and existing customers to promote the sales of Teaching centre products and services, and finding out their needs, issues and concerns and recommending a course that best suits them.
• To generate and/or raise interest level of the prospect with the intention of inviting him/her for a face-to-face or an online consultation with the English Services Consultant, take a placement test or attend a British Council event.
• To respond to telephone, webchat, digital channel enquiries that need following up within 24 hours unless research is required, and the enquiry cannot be answered immediately.
• To provide accurate information to prospects.
• To deal with ‘first level’ customer complaints and suggestions to agreed standards.
• To handle customers enquiries regarding services, products and materials are answered to agreed standards in an efficient, informed manner.
• Maximize conversion rates of enquiries to placement booking figures by communicating features and benefits of British Council offers, convincing and persuading prospects to enrol.
• To meet and exceed all inbound/Outbound call targets and KPIs as set out by the organization.
  
  

• Handle customers and student’s complaints and feedback received via phone, email, and digital channels. Act upon them in a timely manner according to the British Council Complaints policy and the Customer Services standards.
• Process caller requirements in accordance with British Council’s approved operating procedures for Service Inquiry, Customer Support, Complaints, and related issues. This would include comprehensive data collection on caller details, service information delivery and query response.

• Ensure a high level of proficiency in using relevant systems, including the Contact Centre telephony, Salesforce CRM, and booking systems.
• Maintain and update all databases and statistics and reports in a timely and accurate manner.
• Transfer data from Marketing Platform into CRM
• Enter customer information into the database and ensure that it is updated periodically.
• Be accountable for monthly CTB/CTT targets.
• Maintain quality standards as per British Council standards framework by monitoring inquiries and improve quality.

• At least 1 year of customer engagement working experience.
• Customer management experience, including complaint handling.

• Experience in delivering sales.
• Experiences of working in business context environment.

• University degree or equivalent in a relevant subject or discipline.
• Written and verbal proficiency in English is required. Also should able to speak and write local Thai language.

• Applications are welcomed from candidates currently in this location with a natural right to work.
• Applications are also welcomed from candidates currently based in other British Council country offices. However, please note candidates must have a natural right to work in the country, on a permanent basis, as immigration clearance and/or on-going visa support is not provided by the British Council for this role. Relocation support is also not provided.