Customer Service Executive - English Services at British Council

Noida, Uttar Pradesh, India -

Full Time

Start Date

Immediate

Expiry Date

29 Jan, 26

Salary

0.0

Posted On

31 Oct, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, Communication Skills, Attention to Detail, CRM Platforms, Reporting Tools, Microsoft Office, B2C Sales, Marketing, Education Sector, English Language Teaching, GDPR Knowledge, Data Governance, Multi-Country Work Experience, Online Customer Support, Problem Solving, Collaboration

Industry

Non-profit Organizations

Description

We support peace and prosperity by building connections, understanding and trust between people in the UK and countries worldwide. For 90 years we have shaped brighter futures through education, arts, culture, language, and creativity. Working with people in over 200 countries and territories, we are on the ground in more than 100 countries. We connect. We inspire. Pay Band: 4 / H Country/Location: Noida, India Department: GSS English & Exams (English Operations) Contract Type: Fixed Term Contract - 1 year Closing Date: Wednesday, 12th November 2025- 23:59 Malaysia Time (GMT +8) Role Purpose The Sales and Customer Experience Executive for English Online is responsible for delivering exceptional customer service and support, helping learners navigate and maximize the 100% online course experience. The role ensures timely resolution of service requests, supports potential and existing customers to drive sales and registrations, and captures customer insights through systems like Salesforce CRM to continuously enhance the overall customer experience. Role Accountabilities The Sales and Customer Experience Executive manages all aspects of customer service and support for English Online, handling learner enquiries, payment issues, and service requests primarily via email and web chat while adhering to SOPs and SLAs. The role also responds to new sales enquiries, supports marketing and re-marketing campaigns, and ensures accurate communication of promotions and product features. Using CRM systems, the executive captures customer interactions, feedback, and insights to inform reporting and enhance the overall customer experience. The role involves collaborating with internal teams—including payment support, technical support, and teaching centre staff—to resolve issues efficiently and proactively identify recurring problems, ensuring a seamless experience for learners and potential customers. Role specific skills, knowledge and experience The ideal candidate will have excellent written and spoken communication skills, strong attention to detail, and at least two years of experience in a customer service role, preferably in an international context. They should be able to manage, schedule, and prioritize multiple tasks effectively, with experience using Customer Relationship Management (CRM) platforms, reporting tools, and Microsoft Office applications. Desirable experience includes B2C sales or marketing, familiarity with the education sector particularly English Language Teaching (ELT), knowledge of GDPR and data governance, multi-country work experience, and providing customer support in an online environment. Further Information Language: Strong English proficiency is crucial for this role, requiring fluency in both written and spoken communication to effectively navigate British Council systems and international operations. Education: A graduation, diploma, or equivalent qualification is required, or at minimum, at least two years of relevant work experience. Locally recruited: Applications are welcomed from candidates currently in this location with a natural right to work. Relocation support is not provided. Overseas Citizen of India (OCI) card holders will need have, or be able to obtain, a valid special work permit issued from Government of India (GOI) to work in the British High Commission (BHC). BHC will not be able to sponsor work visas or obtain/ assist with the special work permit from GOI. Offers of employment made to OCI card holders will be conditional upon candidates obtaining a special work permit. Note: For requisite special permission to take up employment in any foreign Diplomatic Missions in India, OCI Cardholder must visit https://ociservices.gov.in Work Schedule: This is a 24/7 on-site role with rotating shifts, including night shifts. The position offers two days off per week, which may not always fall on weekends. Flexibility and adaptability to a continuous shift-based environment are essential. There is no hybrid work arrangement for this position and it requires working onsite five days a week. 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 Sales and Customer Experience Executive manages all aspects of customer service and support for English Online, handling learner enquiries and service requests. The role also involves collaborating with internal teams to resolve issues and enhance the overall customer experience.