Job Profile Administration - Administrative Roles

Title Client Service Executive (Malaysia)

Contract Type Permanent

Job Purpose

This role will be based in Malaysia

The purpose of this role is to support the International Education Solutions team, the Head of Global Tuition Provider Solutions, the Associate Dean - International Programmes and the Key Account Managers through excellent service and delivery by meeting defined service levels. You will be responsive to clients’ and Team needs by processing orders and managing enquiries from BPP Learning Media UK and International clients, BPP Professional Qualifications international partners and BPP Asia Pacific B2B clients across BPP systems. The overall objective of these activities is retention of clients and revenue growth through excellent service.

Key Responsibilities:

• Act as first point of contact for Learning Media clients, corporate clients and students, working to ensure the efficient fulfilment of requests, business services and operations, with the goal of ensuring client satisfaction and retention and meeting BPP customer service handling standards.
• Processing Learning Media orders for LM International and LM UK clients
• Processing course orders for Global tuition providers and corporate clients
• Management of orders, bookings, course joining instructions, shipping, book returns and sales records effectively using BPP's internal booking systems and processes, within agreed SLAs.
• Being empathic to individual customer requirements, while ensuring customer requests on process change, fulfilment and payment are handled firmly and sensitively.
• Work closely with internal departments (including LM Fulfilment, Credit Control, LM Products, Finance, Schools) to ensure smooth delivery of products and services
• Work closely with the international sales and service teams, the APAC team & SMC to deliver a seamless customer service journey
• Support the Key Account Managers and APAC client teams to achieve their customer service targets
• Keep up to date with any changes to BPP's products/services or processes/procedures which affect the customer service operation.

please refer to the job description for full details

Department International Education Solutions - Malaysia

Vacancy location Location Worldwide, International, INTERNATIONAL

Candidate Criteria

• Degree qualification
• IT literate and competent in data management, spreadsheets, and email
• Able to demonstrate individual accountability
• Excellent written and spoken English
• Excellent communication skills, and the ability to build rapport and maintain empathy with clients
• Well-organised and self-disciplined with the ability to multitask, work quickly and calmly under pressure, while maintaining a high level of attention to detail
• Positive, responsive, and approachable attitude to conflicting customer & stakeholder demands
• Ability to absorb, retain and deliver information to best advise customers
• Previous customer service experience handling a high volume of orders / enquiries (preferred)
• A genuine interest in helping customers and providing an excellent customer experience
• Experience of working cooperatively, flexibly, and effectively, as part of a team (preferred)
• Knowledge of BPP product range (desired)

Please note that the successful candidate will be required to undergo a basic disclosure and credit check.

Employment Details

Contract Hours 37.50

FTE 1.00

Salary MYR 3,500 – MYR 4,500 per month

Attachments Full Job Description

Client Service Executive.pdf (117 Kb)