Trainee - Operations & Customer Service Executive - IELTS Online - Mumbai, India - British Council

We promote peace and prosperity by fostering connections, understanding, and trust among individuals in the UK and around the world.

We collaborate directly with individuals to empower them with the skills, confidence, and networks needed to enrich their lives and contribute to a brighter future alongside the UK. Our focus is on assisting them in building relationships, exploring innovative concepts, mastering English, accessing quality education, and attaining globally recognized qualifications.

Job Title: Trainee – Operations & Customer Service Executive

Purpose of the Job:

To acquire and deliver top-notch customer service and operational support for IELTS Online exams utilizing various tools and applications. As a trainee, you will learn service delivery techniques and customer service skills to handle transactions efficiently. Your responsibilities include engaging with test takers, managing operational tasks, and ensuring exams are conducted smoothly and punctually.

Upon successful completion of the 12-month training period, this role is expected to transition into an Operations/ Customer Services executive within the IELTS online process.

Main opportunities/challenges for this role:

Accountabilities, responsibilities, and main duties:

Customer Services:

• Act as the primary point of contact for customer inquiries related to IELTS online exams, guiding candidates through the registration process, explaining exam features, and handling refunds/transfers/cancellations.
• Provide customers with relevant information and ensure effective query resolution.
• Create accounts and update data on Salesforce.
• Maintain British Council's quality standards in customer interactions.
• Address and resolve customer complaints promptly and professionally.

Operations:

• Oversee the 3 key steps of the customer journey for IELTS exams.
• Ensure timely maintenance and reconciliation of reports related to the customer journey.
• Manage operational processes to guarantee the smooth conduct of all exams.

Information Security and Compliance:

• Adhere to information security policies.
• Report any noncompliance to information security or IELTS policies.
• Ensure compliance with organizational policies.

Key Relationships:

Internal:

• Supervisors, Managers, and Colleagues at British Council.
• UK management for global policies.

External:

Customers, Suppliers, Examiners, and Test Centres.

Qualifications - Graduate

Role-specific knowledge and experience

Minimum/Essential:

• Intermediate work experience.
• English language proficiency of IELTS band 7 or equivalent.
• Typing speed of at least 35 WPM.
• Basic knowledge of MS Excel.

Desirable:

• Intermediate experience in voice process.
• Experience in working within dispersed teams.
• Ability to adapt to change positively.
• Typing speed of 40-50 WPM.

Role-Specific:

• Ability to multitask efficiently.
• Quick adaptability to various IT systems.
• Proficiency in Microsoft Office, especially Excel and Outlook.
• Strong interpersonal and communication skills.
• Versatility and a willingness to assist beyond designated tasks.
• Self-motivated and eager to learn and grow within the role.