British CouncilHiring for Trainee – Operations & Customer Service Executive – IELTS Online at Noida, Uttar Pradesh Full Time

Location: Noida, South Asia, IN

Company: British Council

Job Title: Trainee – Operations & Customer Service Executive – IELTS Online

Purpose of job:
To learn and deliver optimum customer service and operational activities for IELTS Online exams using various tools and applications. As a trainee the person is responsible to learn the techniques of service delivery / customer Services and apply the learning by delivering transactions. The transactions include interaction with test takers/candidates to address their queries along with managing operational tasks using applications / information to ensure all exams are conducted on time with efficiency and effectiveness.

This role is expected to develop capabilities to act as the Operations/ Customer Services executive in IELTS online process. On Successful completion of the 12 months training period, the management trainee can apply for Fixed term Executive role in the process.

Role context

Operations and Customer Services will operate in 3 shifts and in 24*7 operations, with any 2 week offs in a calendar week (doesn’t necessarily mean a Saturday or Sunday). The trainee is required to learn and work in line with the process requirements.

The role is required to work in team and reporting to a Team Leader.

The overall process size will range between 80- 100 resources.

The individual is required to operate in a secured environment i.e. access to personal belongings and mobile phones or any other electronic devices is not allowed on productive floor.

The placement for this role is based on a comprehensive certification process and clearance of Background checks.

The role will demand cross working between various customer services and operational processes for effective delivery.

Main opportunities/challenges for this role

Accountabilities, responsibilities and main duties:
To be the first point of contact for IELTS online Exams-customer related enquiries and transactions (Including guiding potential candidates on registration process, Features of IELTS online exam, processing of Refunds/transfers and/or cancellations).

Provide customers with information and take the query towards effective resolution.

Create (Account and Case/Opportunity) on salesforce and update necessary data sheets.

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

Handle and Manage Candidate/Customer complaints by providing appropriate solutions and alternatives within the time limits and follow up to ensure resolution.

Operations:
Manage 3 key steps of customer journey (Pre-test /Test day management and Posttest related activities) as defined in process maps.

Ensuring various timely reports related to the customer journey are maintained and reconciled on regular basis.

Ensuring all exams are conducted effectively by managing various operational processes like (Examiner planning/ Test day support/ candidate reconciliation on test day/ declaring results on time etc.).

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.

Prepare compliance audit reports and share the same with Senior Manager BPS.

Ensure all weaknesses are addressed with support from process managers.

Qualifications

Graduation or equivalent (Minimum 50%)

Role specific knowledge and experience

0-1 years of work experience

Meet English language proficiency at a minimum level of IELTS band 7 or equivalent internationally recognised qualification (BCMS/Vendor will arrange for language proficiency and certification test)- communication skills will also be judged in the voice and accent assessment round.

Typing Speed minimum 35 WPM.

Basic MS Excel knowledge of using formulas (vlookup, hlookup, conditional formatting and pivot table)- Excel workbook to be shared separately.

Able to simultaneously manage tasks for multiple processes

Ability to adapt quickly to different IT systems

Be proficient with Microsoft office, especially excel and outlook

Have great interpersonal and communication skills

Be Versatile. A big part of the IELTS function is the willingness to help one another even though it may fall outside of the job description

Motivated, self-starter who must be eager to learn and develop as the role expands

Further Information

Pay Band – 3

Contract Type – FTC , till 31st Dec 2023

Department/Country- IELTS Online/ India – Noida

Closing Date (Time) – 7th June 22 (IST -23:59)