Customer Services Assistant at British Council

, , Armenia -

Full Time

Start Date

Immediate

Expiry Date

01 Jan, 26

Salary

0.0

Posted On

03 Oct, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, Communication Skills, Time Management, Multitasking, Digital Platforms, Social Media, IT Tools, Flexibility

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. The British Council Armenia is seeking a proactive and customer-oriented Customer Services & Exams Assistant to support its operations across customer service and examinations delivery. This front-line role is essential to creating a positive first impression and ensuring a seamless experience for all customers. Key Responsibilities: Acts as the first point of contact for customer enquiries via email, phone, face-to-face, and social media, ensuring alignment with British Council Customer Service standards. Supports the Exams and English & Exams teams in the registration, administration, and delivery of examinations, maintaining compliance with Quality and Compliance Assessment and exam body regulations. Handles customer feedback and complaints professionally, contributing to continuous service improvement. Maintains accurate records and prepares quarterly reports on customer enquiries. Assists with exam-related documentation, system tasks, and post-exam processes, ensuring confidentiality and adherence to internal policies. Ideal Candidate Profile: Holds a university degree; qualifications in Sales or Customer Service are an advantage. Has at least two years of experience in customer service or sales, preferably within an international organisation. Demonstrates excellent communication skills in English (C1 level) and Armenian (native). Is confident using digital platforms, social media, and IT tools. Shows flexibility, strong time management, and the ability to multitask in a changing environment. Has experience working with diverse and dispersed teams. Additional Requirements: Must possess a valid Armenian passport and the right to work in Armenia. A police check is required due to work with minors. Availability to support exams during non-working hours in peak seasons, coordinated in advance with the line manager. Further Information Pay Band – Local Pay Band J Contract Type – replacement contract Job type – Full-time Location – Yerevan, Armenia Closing Date – 26th of October 2025 This is a fantastic opportunity for someone who enjoys helping others, thrives in a multicultural setting, and is committed to delivering high-quality service. 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 Customer Services Assistant acts as the first point of contact for customer enquiries and supports the Exams and English & Exams teams in the registration and delivery of examinations. This role is essential for maintaining compliance with regulations and ensuring a positive customer experience.