Associate - English Services

Main Accountabilities: In this role, you will actively promote, recommend, and provide guidance on British Council products, programmes, and services, tailoring recommendations to individual customer needs while identifying suitable opportunities to cross-sell. You will be responsible for handling and resolving customer queries through email, ensuring prompt, accurate, and professional responses in line with service level agreements. The role requires maintaining complete and accurate call logs in the CRM system, updating data sheets, and coding customer interactions according to business requirements. Key operational responsibilities include processing payments, updating customer accounts, managing student registrations, providing customer support, and handling re-registrations all in alignment with corporate policies and service quality standards. Working collaboratively with your team, you will share feedback, suggest improvements, and contribute to an enhanced customer experience. You will also research information using internal systems, appropriately route emails, follow up on enquiries, and uphold the British Council s high standards of service in every interaction. The role involves supporting information security practices, including ensuring team compliance with policies, managing user access requests, deactivating accounts as required, monitoring access levels, maintaining accurate records in accordance with the Freedom of Information Act, and resolving incidents within service timelines. You will also help raise security awareness among your team. To be successful in this role, you should have strong administrative skills, particularly in Excel and spreadsheets, and be proficient in both English and Hindi. A solid understanding of customer service principles across voice, email, and chat channels is essential, along with good computer skills, MS Office proficiency, strong typing ability, and a sound understanding of contact centre processes, reporting, and MIS.