The British Council is the UK’s international organisation for cultural relations and educational opportunities. We create friendly knowledge and understanding between the people of the UK and other countries. We do this by making a positive contribution to the UK and the countries we work with – changing lives by creating opportunities, building connections and engendering trust.

We work with over 100 countries across the world in the fields of arts and culture, English language, education and civil society. Last year we reached over 80 million people directly and 791 million people overall including online, broadcasts and publications. Founded in 1934, we are a UK charity governed by Royal Charter and a UK public body.

Contract Duration: Initial one year contract with possible extension | Location: HCMC, Vietnam | Salary: Pay band 4/H (Start from VND 15,360,000 per month) | Start Date: ASAP

Role Purpose
The main duty of Telesales Executive is to handle all marketing enquiries whilst ensuring a high-quality customer experience about all Exams products and services.  Support the wider exams team in achieving its annual business targets by converting enquiries into sales.

Challenges & Accountabilities   
The Vietnam Teaching Centre (TC) has identified ambitious expansion plans for the coming years. In line with these plans, the Sales and Customer Management team will be having the critical task of delivering growth in sales volume. We may also have an expanding examinations operation facilitating the taking of UK examinations, this is in accordance to our plan to grow our International English Language Testing System (IELTS) and APTIS customer base. Our customers engage with us face-to-face, online, through email and via the phone, and the Branch Manager will lead the team to ensure an efficient and effective level of service. 

Main Accountabilities: 
1)    Achieving Targets: 
•    meet and exceed call handling targets agreed and set for the team 
•    meet and exceed the plans for converting enquiries into registrations as agreed and set for the team

2)    Handling enquiries
•    answer email enquiries about all exams products from new and existing customers
•    answer enquiries from IELTS Facebook fans and enquiries about exams forwarded from other British Council Facebook fans

3)    Outbound Calls
•    make phone calls to customers who prefer phone communications - including Facebook fans, homepage followers, and participants in digital marketing activities – with the objective of driving for IELTS registrations as well as providing quality service

4)    Database Management and Record Keeping  
•    maintain and update all databases and statistics and reports in a timely and accurate manner

5)    Marketing and Sales Support
•    participate in and provide sales support for all sales and marketing events (in and out of the centre) with the purpose of creating awareness and generating leads for the exams business

6)    General
•    carry out administrative duties in support of the team’s operation, as designated by the Line Manager
•    attend regular professional development and skills training programmes as required
•    engage fully with the British Council’s performance management programme 

Requirements
-    Graduate degree 
-    Minimum two years working experience in a customer service/sales environment, preferably in the services industry 
-    Very good sales skills
-    Excellent communication & customer relations skills
-    Good written and oral communication skills in English and Vietnamese

Benefits
• Annual performance bonus and 13th month salary 
• Standard working hours of 37.5 hours and five days a week
• 21 days of annual leave 
• 15 days public holidays (combination of Vietnam and UK public holidays) 
• Group Insurance Program including Personal Accident Insurance and Health Insurance for 24 hour/day for you and your family members (Eligible spouse and children only) 
• Incentive scheme
• Extensive training and development opportunities, both local and within the global network

Additional Information:
-    Due to visa restrictions the British Council will not be able to sponsor visas for this post. You therefore will need to be able to provide your own work permit to be considered for this post. 
-    Exams operate from Monday to Friday 8:30 am – 8:00 pm and on Saturday/Sunday from 08:30 - 5:30 pm. The post holder will be required to work a 5-day week on a shift system from Monday to Sunday.  Evening and weekend working is required on a regular basis. 

Closing Date
If this sounds like what you are looking for, apply today – or before we close this on 28 July 2020 (UK Time 23:59).
 

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Equality Statement

The British Council is committed to a policy of equality and to valuing diversity and is keen to reflect the diversity of the societies in which we work at every level within the organisation. We welcome applications from all sections of the community. We aim to abide by and promote equality legislation by following both the letter and the spirit of it to avoid unjustified discrimination, recognising discrimination as a barrier to equality of opportunity, inclusion and human rights. All staff worldwide are required to ensure their behaviour is consistent with our policies. 
The British Council has Disability Confident Employer Status. We offer a guaranteed interview scheme for disabled applicants who meet the essential criteria for the role. Applicants are encouraged to highlight any specific requirements or adjustments needed to enable participation in the recruitment process.

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; these will include qualification checks, reference checks, identity & criminal record checks in line with legal requirements and with the British Council’s Safeguarding policies for Adults and Children.

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