Customer Management Executive

We support peace and prosperity by building connections, understanding and trust between people in the UK and countries worldwide. For 90 years we have shaped brighter futures through education, arts, culture, language, and creativity.

Working with people in over 200 countries and territories, we are on the ground in more than 100 countries.

We connect. We inspire.

Pay Band: 4 / H

Country/Location: Hong Kong

Department: English Sales and Customer Management 

Contract Type: Fixed Term Contract, 2 years

Closing Date: Wednesday, 25th June 2025- 23:59 Malaysia Time (GMT +8)

Role Purpose

The role is focused on delivering high-quality customer service across all British Council services, supporting sales efforts to meet business targets, and acting as a brand ambassador while ensuring all KPIs are met.

Role Accountabilities

Responsible for managing student registrations, counter services, and payments with accuracy, while providing proactive support for sales and marketing efforts. Maintains data records and ensures the proper display of promotional materials. Delivers high-quality customer service across all channels (face-to-face, email, phone), meeting KPIs and supporting customer needs. Ensures proficiency in internal systems, maintains up-to-date knowledge of products, pricing, and offers, and actively participates in training, development, and organizational projects. The role requires flexibility to work a 5-day shift schedule, including evenings and weekends.

Role specific skills, knowledge and experience

Candidates should have experience in customer service or sales, and fresh graduates who have relevant experience will be also considered. Candidates must be confident and effective in up-selling and cross-selling British Council products and demonstrate a very high level of accuracy in all tasks. Knowledge of CRM systems and experience in handling customer complaints are desirable.

Further Information

Language: Strong English proficiency is crucial for this role, requiring fluency in both written and spoken communication to effectively navigate British Council systems and international operations.Fluency in Cantonese and intermediate communication skills in Mandarin are preferred.

Education: A diploma or degree in any discipline is preferred.

Locally recruited: Applications are welcomed from candidates currently in this location with a natural right to work. Relocation support is not provided.

A connected and trusted UK in a more connected and trusted world.

Equality, Diversity and Inclusion Statement

We are committed to equality, diversity and inclusion and welcome applications from all sections of the community as we believe that a diverse workforce gives added depth to our work. The British Council is a Disability Confident Employer. The Disability Confident scheme helps challenge attitudes, increase understanding of disability and ensure staff are drawn from the widest possible pool of talent. We guarantee an interview for disabled applicants who meet the minimum role requirements. We welcome discussions about specific requirements or adjustments to enable participation and engagement in our work and activities.

Safeguarding Statement

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 in line with legal requirements and with the British Council’s Safeguarding policies for Adults and Children.

If you experience any difficulties with submitting your application, please email askhr@britishcouncil.org