Operations & Customer Service Trainee

4 days ago


Mumbai, Maharashtra, India British Council Full time
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 for learning the techniques of service delivery and customer service, and applying 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 the IELTS online process. On successful completion of the 12-month training period, the management trainee can apply for a Fixed-term Executive role in the process.

Key Responsibilities:

• Manage 3 key steps of customer journey (Pre-test/Test day management and Post-test related activities) as defined in process maps.
• Ensure various timely reports related to the customer journey are maintained and reconciled on a regular basis.
• Ensure 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.).

Requirements:

• Meet English language proficiency at a minimum level of IELTS band 7 or equivalent internationally recognized 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 Qualifications:

• 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:

• Customer Services:
• Provide customers with information and take the query towards effective resolution.
• 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:
• Ensure 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.).

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