Trainee - Operations & Customer Service - IELTS Online

Job Title: Executive - Operations & Customer Service – 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 Experience areas: 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 good 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 Knowledge of: Essential 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 Desirable Experience in voice process. Demonstrable experience of working as part of a dispersed team to deliver a service  Demonstrable experience of reacting positively to change Typing Speed minimum 40-50 WPM Accountabilities, responsibilities and main duties: (including people management and finance) Accountabilities: Customer Services: 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. Qualifications: Required: Graduation or equivalent (Minimum 50%)