Customer Care Consultant

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: Malaysia
Department: Exams / Customer Services
Contract Type: Indefinite Contract Local

Closing date:  8th March 2026

Location: British Council Office, Malaysia
Shift Schedule: Rotational shifts (between 10 AM – 8 PM, including weekends/public holidays as per business requirements)

Role Purpose:

To act as British Council’s ambassador and provide top quality services to customers while meeting all KPIs in order to enable the British Council to meet its business targets and objectives.

Main Accountabilities:

The British Council in Malaysia is seeking a dynamic and customer-focused Customer Care Consultant to deliver an outstanding customer experience across telephone, live chat and email channels. This role plays a vital part in strengthening customer relationships, supporting sales growth and ensuring every interaction reflects the British Council’s brand, values and purpose. The successful candidate will help create meaningful engagement that builds long-term, positive relationships with customers.

The role is responsible for delivering exceptional service to all customers, ensuring enquiries and requests are handled efficiently and professionally. Performance will be measured against defined KPIs including call volumes, quality standards, call-back and abandonment rates, resolution metrics and conversion targets. The Customer Care Consultant will convert sales opportunities generated through telephone, live chat and email interactions into placement test bookings or face-to-face consultations with English Services Consultants, while also following up on leads generated through various marketing channels. Effective handling of customer enquiries and complaints is essential to improve first-time resolution rates and reduce escalations.

Accurate and consistent recording of customer data in CRM systems and other databases is required, adhering strictly to security and data protection procedures. The role demands strong and up-to-date knowledge of British Council products and services, including pricing, discounting and promotional offers. A proactive approach to learning through liaison with product owners, sales teams and business managers is expected, along with hands-on experience and observation to strengthen product understanding. Promoting Equality, Diversity and Inclusion principles in all customer interactions is fundamental.

The Customer Care Consultant will maintain and update databases and reports accurately and on time, support sales and marketing activities and participate in promotional events both within and outside the centre to generate leads and raise awareness. Proficiency in relevant systems such as the online booking system, Live Chat platforms, CRM and TCMS is required to ensure smooth Teaching Centre operations. Compliance with Standing Operating Procedures is essential, along with active participation in professional development programmes, performance management processes and agreed project work.

The role requires close collaboration with the wider Exams and English teams to share best practices and continuously improve the customer journey. Monitoring personal performance and delivering against team KPIs is a key responsibility.

Fluency in English and Bahasa Malaysia is essential, and proficiency in Mandarin or Cantonese would be an advantage. This position offers an exciting opportunity to contribute to a globally respected organisation while delivering high-quality customer engagement and sales support in a dynamic and multicultural environment.

Qualification & Experience:

• At least 1 year of inbound or outbound call centre experience.
• Excellent communication skills in English & Bahasa Malaysia (Mandarin/Cantonese desirable).
• Graduate

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