Operations & Customer Service Executive

2 weeks ago

Noida Uttar Pradesh, India British Council Full time

Transformation has resulted in changes in skills requirements, roles, and numbers of roles required in the new operating model. The roles in the new operating model will be restricted to employees in the selection pool in the first instance. Selection for any jobs that remain unfilled following the agreed selection process will be conducted in line with the Global Recruitment policy.

Pay Band: Grade 4 / H
Country/Location: India, Noida
Department: Exams
Contract Type: Fixed Term - Ends March 31, 2026
Closing Date: May 7, 2025

**Role Purpose, main challenges & Accountabilities**:
We’re looking for a dynamic and service-oriented individual to support our IELTS Online exam operations. If you're someone who thrives in a fast-paced environment and enjoys helping customers, this role could be for you.

**Role specific skills, knowledge and experience**:
**Skills**:
We're seeking someone with a strong foundation in customer service and a clear understanding of operational workflows. You should be confident in managing customer queries while keeping backend processes running efficiently.

You’ll need to handle multiple tasks across different stages of the exam journey — from registration to results — with accuracy and professionalism. Proficiency in tools like Microsoft Excel and Outlook is essential, as is the ability to quickly learn and adapt to internal systems.

Being responsive, calm under pressure, and solution-focused is key. If you're someone who takes ownership, communicates clearly, and can balance front-end service with behind-the-scenes operations, you’ll be a great fit for this role.

**Desirable**
It would be an advantage if you’ve worked in a voice-based process or handled customer service in a high-volume environment. Experience supporting remote or dispersed teams is also a plus.

We value adaptability, so if you've shown the ability to respond well to change and stay productive under pressure, we want to hear from you. A faster typing speed (40-50 WPM) and advanced Excel skills will help you perform even better in this role.

**Requirements**:

- Must operate in a secure environment (no personal belongings/electronic devices).
- Must pass background checks.
- Flexible to work in 24/7 shifts with any two days off per week. Weekends schedule on a rotation basis.

Locally Recruited

We are committed to policies and practices of equality, diversity and inclusion across everything we do. We will support all employees to make sure their behaviour is consistent with this commitment. We welcome discussions about specific requirements or adjustments to enable participation and engagement in our work and activities.

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