Customer Service Representative

Overview

The Customer Service Representative provides consistent, high‑quality support across all channels as the first point of contact, handling enquiries, complaints, and transactions efficiently. The role focuses on first‑contact resolution, compliance, data accuracy, and proactive promotion of services, driving customer satisfaction, loyalty, revenue growth, and the British Council’s global mission.

Accountabilities

• Deliver excellent customer service across multiple channels (face‑to‑face, phone, email, web chat, social media), ensuring enquiries, complaints, and registrations are handled professionally, accurately, and in line with service standards.
• Maintain accurate and timely data entry on CRM and other systems, ensuring compliance with safeguarding, financial, and information security policies.
• Identify opportunities during service interactions to recommend suitable products and services, contributing to sales and re...