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Operations & Customer Service Executive

2 weeks ago

Noida Uttar Pradesh, India British Council Full time

We support peace and prosperity by building connections, understanding and trust between people in the UK and countries worldwide.

We work directly with individuals to help them gain the skills, confidence and connections to transform their lives and shape a better world in partnership with the UK. We support them to build networks and explore creative ideas, to learn English, to get a high-quality education and to gain internationally recognised qualifications.

Working with people in over 200 countries and territories, we are on the ground in more than 100 countries. In 2021-22 we reached 650 million people.

**Job Title**:Executive - Operations & Customer Service - IELTS Online

**Pay Band**:4/H

**No. of positions**:2

**Country/Location**:India
- Delhi or Noida, Uttar Pradesh

**Department**: Exams

**Contract Type**: Fixed term contract (1 year)

**Role Purpose**:
**Main Accountabilities**:
**Customer Services**
- 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.

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

**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.

**Role specific knowledge and experience**:

- Minimum 1 years of work experience in Customer Services or Operations.
- 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.

**Requirements**:

- The British Council systems and global processes operate in English. Written and verbal proficiency in English is required
- Graduation or equivalent (Minimum 50%)
- Distinction in English (in Graduation)
- Microsoft Excel CertificationIELTS Band Score =>7

**Additional job requirements**:

- 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.
- Operations and Customer Services will operate in multiple shifts and in 24*7 operations, with any 2 week offs in a calendar week (doesn’t necessarily mean a Saturday or Sunday).
- 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.

**Desirable**
- 2-3 years of experience in voice process.
- Demonstrable experience of working as part of a dispersed team to deliver a service
- Demonstrable experience of reacting positively to changeTyping Speed minimum 40-50 WPM

**Condition of Employment**:
**Locally Recruited**

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

**Equality, Diversity, and Inclusion (EDI) Statement**

The British Council is committed to policies and practices of equality, diversity and inclusion across everything we do. We support all staff to make sure their behaviour is consistent with this commitment. We want to address under representation and encourage applicants from under-represented groups, in particular, but not exclusively, on grounds of ethnicity and disability. All disabled applicants who meet the essential criteria are guaranteed an interview and we have Disability Confident Employer Status. We welcome discussions about specific requirements or adjustments to enable participation and engagement in our work and activities.

The British Council is committed to safeguarding