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Customer Care Consultant at British Council

, , Malaysia -

Full Time

Start Date

Immediate

Expiry Date

08 Jan, 26

Salary

0.0

Posted On

10 Oct, 25

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, Communication Skills, IT Skills, Data Security, Problem Solving, Relationship Building, Diversity and Inclusion, Call Management, CRM Systems, Education Industry Knowledge, Testing Industry Knowledge, Service Industry Knowledge, English Proficiency, Bahasa Malaysia Proficiency, Mandarin Proficiency, Cantonese Proficiency

Industry

Non-profit Organizations

Description

Working with people in over 200 countries and territories, we are on the ground in more than 100 countries. Provide accurate product, pricing, and offer knowledge at all times. Assist with English class reservations and accepting payments. Work effectively with Exams teams to share best practices. Support additional duties and project work as required. Achieve KPIs (call volumes, quality, resolution, conversion, and call-back rates). Manage enquiries and complaints to improve resolution rates and reduce escalations. Accurately record customer data in CRM systems while ensuring data security. Build long-term customer relationships and promote Equality, Diversity and Inclusion. Minimum/Essential Diploma/Degree in any discipline. At least 1 year of inbound or outbound call centre experience. Good knowledge of customer service processes. Experience in education, testing, or service industries. Excellent communication skills in English & Bahasa Malaysia (Mandarin/Cantonese desirable). Ability to work on rotational shifts Strong IT and digital systems skills. Demonstrated ability to work effectively with diverse stakeholders.

Responsibilities

Provide accurate product, pricing, and offer knowledge while assisting with English class reservations and payments. Manage enquiries and complaints to improve resolution rates and achieve KPIs.