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This job is no longer accepting applications
Pay Band: 4/H
No. of positions: 1
Country/Location: Jakarta, Indonesia
Department: Exams
Contract Type: Indefinite Contract Local
Right to Work: Applications are welcomed from candidates in Jakarta, Indonesia with a natural right to work. 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.
Role Purpose:
The Customer Management Executive at the British Council Indonesia is responsible for delivering a high-quality, integrated customer service experience across all channels, including phone, walk-in, email, live chat, and social media. The role supports sales and customer management targets by effectively handling enquiries and complaints for Exams services, while acting as a brand ambassador and consistently meeting KPIs to support the British Council's business objectives.
Main Accountabilities:
The role involves responding to first-level enquiries received in person and through digital channels in a friendly and professional manner, in line with British Council customer service standards. The Customer Management Executive will build rapport with prospective customers to understand their objectives and needs, provide accurate information about British Council services, and guide customers through relevant brochures, applications, and registration processes. Supporting test takers with online registrations at the premises and welcoming clients in a professional, approachable manner are also core responsibilities.
In addition, the role includes registering Exams candidates accurately and professionally while following established procedures, identifying customer needs, and converting enquiries into registrations and sales. Flexibility to work additional hours during peak registration periods is required. The Customer Management Executive will work closely with the Exams Operations team to ensure a smooth and high-quality customer journey at every stage.
The position also involves administrative support, maintaining accurate records, updating databases and reports, and continuously developing product knowledge through training and frontline customer feedback. The role holder is expected to demonstrate a proactive approach, strong attention to detail, and the ability to perform a range of duties as assigned by the Line Manager.
The ideal candidate will have strong customer care skills across multiple channels, a high level of accuracy, good IT and numeracy skills, and proficiency in Microsoft Word and Excel. Experience using CRM systems to manage customer enquiries is essential, along with the ability to deliver high-quality service in a fast-paced environment.
Qualification & Experience:
Job ID: 142159287
