Customer Service Representative
Core
Deliver consistent, high-quality customer experiences across multiple channels (face-to-face, phone, email, web chat, social media) as the first point of contact for enquiries, registrations, complaints, and transactions.
Role type
Customer Service Representative (Frontline IC)
Builds
Customer journeys and service delivery for British Council products and services
Domain
Education, Arts, Culture, Language, and Creativity
Required skills
CRM and registration system proficiency, multi-channel communication, data entry accuracy, product knowledge retention, sales and retention support, compliance adherence
Preferred skills
Service-to-sales conversion experience, advanced digital tool usage
Responsibilities
Handle customer enquiries, complaints, and registrations across multiple channels; maintain accurate data entry on CRM systems; identify opportunities to recommend products and services; provide feedback on customer needs and behaviors; support operational processes like booking consultations and payments; continuously develop knowledge of products and policies