British CouncilHiring for Customer Services/Operations Executive – IELTS Indicator at Noida, Uttar Pradesh Full Time

Location: Noida, South Asia, IN

Company: British Council

The British Council builds connections, understanding and trust between people in the UK and other countries through arts and culture, education and the English language.

We work in two ways – directly with individuals to transform their lives, and with governments and partners to make a bigger difference for the longer term, creating benefit for millions of people all over the world. We help young people to gain the skills, confidence and connections they are looking for to realise their potential and to participate in strong and inclusive communities. We support them to learn English, to get a high-quality education and to gain internationally recognised qualifications. Our work in arts and culture stimulates creative expression and exchange and nurtures creative enterprise. We connect the best of the UK with the world and the best of the world with the UK.

These connections lead to an understanding of each other’s strengths and of the challenges and values that we share. This builds trust between people in the UK and other nations which endures even when official relations may be strained. We work on the ground in more than 100 countries. In 2019-20 we connected with 80 million people directly and with 791 million overall, including online and through our broadcasts and publications.

Job Title: Customer Service/Operations Executive – IELTS Indicator

Purpose of job:
To deliver optimum customer service/Operational activities and first-time resolution to all customer enquiries over the chat and through e-mail response.

Experience areas:
Proficient in English Communication Skills.

Knowledge of customer service principles and practices (E Mails & Chats related)

Good Computer (MS office) and keyboard handling skills

Knowledge of:
Experience in any IELTS process

Experience in BPO sector environment.

Accountabilities, responsibilities and main duties:
(including people management and finance)

To be the first point of contact for all IELTS Indicator Exams-customer related enquiries

Research on required information using available resources/applications (Website, Shared drive, Knowledge Management Tool etc.)

Provide customers with information & resolution requested.

Identify and escalate priority issues.

Follow up on customer enquiries where necessary via chat or email.

Complete email logs on CRM (Account and Case/Opportunity) and update necessary data sheets

Maintain the minimum agreed British Council quality standards on each customer interaction.

Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution.

Manage and Process Refunds, Transfers and Cancellations to finance/appropriate resources for processing.

Ensure timely reports are sent to CE for Refunds, Transfers and Cancellations.

Information Security and other mandatory compliances:
Read, understand and comply with the information security policies.

Raise incident / blow whistle when observe any noncompliance to information security or IELTS compliance related policies.

Ensure compliances to Organisational policies like code of conduct, IT policy etc.

Qualifications:
Essential

Graduation or equivalent

Further Information

Pay Band – 4

Contract Type – FTC Till 31/March/2022

Department/Country – IELTS/ India

Closing Date – 28/Oct/2021

A connected and trusted UK in a more connected and trusted world.

Equality Statement

The British Council is committed to a policy of equality and to valuing diversity and is keen to reflect the diversity of the societies in which we work at every level within the organisation. We welcome applications from all sections of the community. We aim to abide by and promote equality legislation by following both the letter and the spirit of it to avoid unjustified discrimination, recognising discrimination as a barrier to equality of opportunity, inclusion and human rights. All staff worldwide are required to ensure their behaviour is consistent with our policies.

The British Council has Disability Confident Employer Status. We offer a guaranteed interview scheme for disabled applicants who meet the essential criteria for the role. Applicants are encouraged to highlight any specific requirements or adjustments needed to enable participation in the recruitment process.

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; these will include qualification checks, reference checks, identity & criminal record checks in line with legal requirements and with the British Council’s Safeguarding policies for Adults and Children.

If you have any problems with your application please email askhr@britishcouncil.org

Please note: Applications to this role can only be considered when made through the Apply section of our careers website. Our ‘ASK HR’ email is only to be used in case of a technical issue encountered when applying through the careers website. Emails with supporting statements and CV/Resumes sent to this email address will not be reviewed and will be deleted.