Operations & Customer Service Executive (ID: 45347)

Job Description

Company: British Council
Location: Noida, Uttar Pradesh, India
Job Type: Full-Time (Fixed-Term Contract – 1 Year)
Experience: 1-3 years (Minimum 1 year in Customer Service/Operations)
Education: – Graduation or equivalent (Minimum 50% marks). – Distinction in English (mandatory).
Expected Salary: Approx. ₹5.5 – ₹8 Lakhs per year (based on Pay Band 4/H and industry
benchmarks for similar roles in India).
Job Category: Customer Service, Teaching, Information Technology
Website: Website info
Contact: Contact us

About British Council:

The British Council builds trust and opportunities through cultural and educational
initiatives, connecting people in over 200 countries. We empower individuals with skills,
networks, and globally recognized qualifications like IELTS.

About the Role:

As an Operations & Customer Service Executive (IELTS Online), you will manage customer
inquiries, operational workflows, and compliance for IELTS Online exams. This role
requires proficiency in IT systems, multitasking across shifts, and delivering exceptional
service to ensure smooth exam delivery.

Key Responsibilities:

Customer Service:

– Serve as the first point of contact for IELTS Online candidates, resolving queries on
registration, refunds, transfers, and cancellations.

– Manage complaints and ensure timely resolution using Salesforce for case tracking.

– Maintain quality standards in all customer interactions.
Operations:

– Oversee pre-test, test-day, and post-test activities, including examiner planning and result declarations.

– Reconcile reports and ensure compliance with IELTS and British Council policies.

– Support 24/7 operations across multiple shifts.
Compliance & Security:

– Adhere to information security policies (e.g., no personal devices on the operational floor).

– Report non-compliance incidents and uphold organizational policies (IT, code of conduct).

Qualifications:

– Language Proficiency:

– IELTS Band 7 or equivalent (mandatory).

– English fluency (written and verbal).

– Technical Skills: – Typing speed: 35+ WPM.

– Advanced MS Excel (VLOOKUP, pivot tables, conditional formatting).

– Familiarity with Salesforce or similar CRM tools.

– Soft Skills: – Strong interpersonal and communication skills.

– Adaptability to IT systems and cross-functional teamwork.

Requirements:

– Legal right to work in India (no visa/sponsorship provided).

– Willingness to work in a secure environment (no personal devices allowed).

– Microsoft Excel certification (desirable)

Rewards & Benefits:

– Professional development opportunities.

– Exposure to global educational initiatives.