Account Support Officer

Account Support Officer

Organisation : British Council

Country / Location : Kuala Lumpur, Malaysia

Department : Exams

Contract Type : Indefinite

Number of Vacancies : 2

Pay Band : 4 / H

Closing Date : Wednesday, 26 November : 59 Philippine Time (GMT +8)

Role Description / Purpose

The purpose of this role is to help manage relationships with B2B accounts—including businesses, schools, universities, and governmental organisations—to ensure customer success. This involves working closely with Delivery and Sales teams to support the customer’s experience of the product or solution and help them achieve their goals.

Role Accountabilities

Support the onboarding of new clients, ensuring they are registered in the appropriate British Council systems and set up for a smooth implementation of our products and solutions.

Train key stakeholders in partner organisations to use our platforms and resources effectively, helping them maximise the value of their partnership.

Monitor service quality, manage enquiries, and resolve service requests to ensure a seamless customer experience.

Manage inbound service cases, collaborating with Sales, Delivery, and Operations teams to resolve issues within agreed timeframes.

Capture and manage client data in CRM and other systems, providing timely and accurate reports to track delivery, engagement, and outcomes.

Support business development by researching and identifying ways to add value to B2B relationships through British Council products, services, and resources.

Assist Account Managers in delivering annual account plans and maintaining strong client relationships.

Manage financial tasks, including issuing invoices, handling payments, and maintaining accurate legal documentation.

Coordinate tasks across internal teams and external partners to ensure efficient service delivery and monitor completion against quality and time standards.

Qualifications And Experience

Education : University degree or equivalent in a relevant subject or discipline

Certification and Professional Qualifications : Sales or Marketing qualifications

Essential :

• 2+ years’ experience of sales and / or account / customer management
• Good relationship management capability

Desirable :

Languages

Further Information

Right to Work : Locally recruited

Applications are welcomed from candidates currently in this location with a natural right to work.

Applications are also welcomed from candidates currently based in other British Council country offices. However, 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.

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. 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. 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.

Contact

If you experience any difficulties with submitting your application, please email

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