Customer Care Consultant at British Council

New Delhi, delhi, India -

Full Time

Start Date

Immediate

Expiry Date

25 Mar, 26

Salary

0.0

Posted On

25 Dec, 25

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, Communication Skills, CRM Systems, IT Skills, Problem Solving, Sales Support, Data Management, Team Collaboration, Complaint Resolution, Training Participation, Performance Management, Understanding of British Council Values, Lead Follow-up, Event Participation, Digital Systems Operation, English Proficiency

Industry

Non-profit Organizations

Description

As a valued employee of the British Council, you already help us deliver our mission to support peace and prosperity by building connections, understanding and trust between people in the UK and countries worldwide. For over 90 years we have shaped brighter futures through education, arts, culture, language, and creativity. You are part of our organisation in over 200 countries and territories and where we are on the ground in more than 100 countries. We connect. We inspire. Pay Band: 4 / H Country/Location: India Contract Type: Fixed Term (2 years) Schedule: Rotational shifts from 8 am - 8pm (including weekends and public holidays as per business requirements) Deadline to receive applications : 4th Jan 2026 11.59PM (GST) Role Purpose: To ensure a high-quality and efficient customer service experience via telephone, live chat, Facebook, and email. The role acts as the British Council’s ambassador, providing top-quality services while meeting KPIs to support business objectives. Challenges and Accountabilities: Deliver consistent and excellent customer experience across communication channels. Meet KPIs including call volumes, resolution rates, call backs, and conversions. Accurately manage and update customer data using CRM. Maintain deep knowledge of British Council products, pricing, and offers. Support sales and marketing activities, including lead follow-up and event participation. Handle and resolve customer complaints efficiently. Comply with standard operating procedures and contribute to team improvements. Participate in training and performance management programs. Role specific knowledge and experience: Minimum/essential: 6 months relevant working experience. Bachelor's Degree Desirable: Understanding of CRM Systems Requirements: Good communication skills in English (written and spoken) Competent IT skills and ability to operate digital systems (e.g., CRM, Salesforce, Excel) Ability to work rotating shifts, including weekends Familiarity with British Council values and behaviors (e.g., working together, being accountable) Must pass standard background screening A connected and trusted UK in a more connected and trusted world. Equality, Diversity and Inclusion Statement We are committed to equality, diversity and inclusion and welcome applications from all sections of the community as we believe that a diverse workforce gives added depth to our work. The British Council is a Disability Confident Employer. The Disability Confident scheme helps challenge attitudes, increase understanding of disability and ensure staff are drawn from the widest possible pool of talent. We guarantee an interview for disabled applicants who meet the minimum role requirements. We welcome discussions about specific requirements or adjustments to enable participation and engagement in our work and activities. Safeguarding Statement The British Council is committed to safeguarding children, young people and adults who we work with. We believe that all children and adults everywhere in the world deserve to live in safe environments and have the right to be protected from all forms of abuse, maltreatment and exploitation as set out in article 19, UNCRC (United Nations Convention on the Rights of the Child) 1989. Appointment to positions where there is direct involvement with vulnerable groups will be dependent on thorough checks being completed in line with legal requirements and with the British Council’s Safeguarding policies for Adults and Children. If you experience any difficulties with submitting your application, please email askhr@britishcouncil.org

Responsibilities

The role involves ensuring a high-quality customer service experience across various communication channels. Responsibilities include meeting KPIs, managing customer data, and resolving complaints efficiently.