Account Support Officer

Pay Band: 4/H - Earn up to MYR 53,554 per annum

Country/Location: Kuala Lumpur, Malaysia

Department: Exams

Contract Type: Indefinite

Closing Date: Sunday, 04 January 2026- 23:59 Philippine Time (GMT +8)

Role Description/Purpose

The purpose of this role is to help manage relationships with B2B (business to business) 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

We are looking for a dedicated and detail-oriented Account Support Officer to help deliver outstanding service to our B2B clients across a designated territory. In this role, you will 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. You will train key stakeholders in partner organisations to use our platforms and resources effectively, helping them maximise the value of their partnership with us. Working closely with Delivery and Operations teams, you will monitor service quality, manage enquiries, and resolve service requests to ensure a seamless customer experience.

You will play a key role in managing inbound service cases, collaborating with Sales, Delivery, and Operations teams to resolve issues within agreed timeframes. Your insights will help inform improvements in customer experience, and you will be responsible for capturing and managing client data in CRM (Customer Relationship Management) and other systems. By providing timely and accurate reports, you will help clients track delivery, engagement, and outcomes, while supporting account management and business growth. You will also contribute to feedback and monitoring activities, helping to identify opportunities for performance improvement and repeat business.

In addition to service delivery, you will support business development by conducting research and identifying ways to add value to B2B relationships through British Council products, services, and resources. You will assist Account Managers in delivering annual account plans and maintaining strong client relationships. Financial and resource management will also be part of your responsibilities, including issuing invoices, managing payments, and maintaining accurate legal documentation. You will coordinate tasks across internal teams and external partners to ensure efficient service delivery and monitor completion against quality and time standards.

If you are passionate about customer success, operational excellence, and building strong client relationships, we invite you to join our team and help shape the future of education and engagement across the region.

Qualifications and Experience

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

Certification and Professional Qualifications: Sales or Marketing qualifications

Knowledge and Experience

Essential

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

Desirable

• B2B Sales experience particularly with education and government sectors
• Experience of English Language Teaching and/or Assessment
• Familiarity with Salesforce or use of similar CRM

Languages: To ensure seamless communication with customers and effective collaboration across diverse teams and stakeholders, candidates must demonstrate strong language competencies.

• English: Proficiency at B2 level
• Mandarin: Proficiency at C1 level (mandatory for one of the available vacancies)
• Bahasa Melayu: Proficiency at C2 level

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, 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.

Benefits:

• 18 days of Annual Leave - entitlement will progress in accordance with the length of service
• 1 Month Contractual Bonus
• Non-consolidated bonus
• Comprehensive Medical Insurance Plan
• Provident Fund at 16% EPF (Employees Provident Fund) employer contribution
• Professional development - Ongoing learning and career growth opportunities to support your development.