Customer Service Representative

Job Summary

As a Customer Service Representative, youll be the first point of contact for our customers, delivering exceptional service across multiple channels including face-to-face, phone, email, web chat, and social media. Youll help customers navigate enquiries, registrations, transactions, and resolutions with confidence and care, aiming to resolve issues at the first opportunity while promoting relevant products and services where appropriate. Using customer systems and data accurately, youll play a key role in creating seamless customer experiences, building loyalty, and supporting organisational growth. With clear opportunities to develop from induction through to specialist roles, this is a rewarding position where your contribution helps advance the British Councils mission of building trust and understanding worldwide.

Role Accountabilities

• Deliver an outstanding customer experience

  Provide friendly, professional, and efficient support across multiple channels, including face-to-face, phone, email, web chat, and social media. Youll manage customer enquiries, registrations, complaints, and transactions with accuracy and care, creating seamless experiences that meet our high service standards.

• Support sales and operational excellence

  Play an active role in helping customers find the right products and services, identifying opportunities to support sales and customer retention. Youll also deliver key operational activities such as bookings, payments, refunds, and customer communications, ensuring processes are completed accurately and in line with quality and compliance requirements.

• Maintain quality, compliance and continuous improvement

  Keep customer information accurate and up to date by maintaining records across CRM and other systems while following safeguarding, financial, and information security policies. Youll contribute to improving our services by sharing customer insights and feedback, while continually developing your knowledge of British Council products, services, and policies to provide customers with accurate, relevant information.

Experience

Essential:

• Experience of working in a customer-facing role, delivering services to agreed quality standards.
• Strong computer literacy with the ability to use standard applications confidently.

Desirable:

• Experience of supporting service-to-sales opportunities within a customer interaction.
• Proficient in using computer systems and digital tools including CRM platforms and online registration systems.

Important Information

• Location: Delhi, India
• Contract Type: Fixed Term Contract
• Department: English Exams
• Legal Entity: India (IND1)
• Right to Work Requirements: You must have the legal right to work in the location in which the role is based
• Languages: English C1 and fluent proficiency in local language is required

Disclaimer: This job posting & Location has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.