Executive - Operations

BC Management Services; Greater Noida, Dadri; On-site; INR 307,000 - 510,000; Full time

Job summary

British Council in India is seeking a customer service professional for a 24/7 on-site role to handle enquiries with a focus on first-contact resolution and strong product knowledge.

You will work in a fixed-term contract (1 year), with English fluency and a bachelor’s degree as mandatory requirements; rotating night shifts. Local candidates only; OCI and GOI work permit considerations apply.

Qualifications

• 6 months to 3 years experience in customer service or backend operations.
• Experience in a blended process environment preferred.
• Strong English communication skills (written and spoken).

Responsibilities

• Deliver excellent customer service and promptly handle enquiries.
• Maintain a positive and professional attitude to ensure customer satisfaction through product knowledge.
• Adhere to information security policies (ISO 27001, IGA) and manage user access.
• Collaborate with team members to share information and address customer needs.
• Resolve incidents within agreed SLAs.

Skills

Customer service

English proficiency

Education

Bachelor's degree

Job description

Role Purpose

The role is to provide a positive experience for all British Council customers by handling their enquiries effectively and aiming to resolve them on the first contact, helping to support and grow the business.

Role Accountabilities

The role involves delivering excellent customer service by maintaining a positive and professional attitude, promptly and accurately handling enquiries, and ensuring customer satisfaction through strong product knowledge. It also includes working closely with team members to share information and address customer needs. Additionally, the role requires adherence to information security policies, including compliance with ISO 27001 and IGA standards, managing user access, providing security awareness, maintaining proper records, and ensuring timely resolution of incidents within agreed SLAs.

Role specific skills, knowledge and experience

The ideal candidate will have 6 months to 3 years of experience in customer service or backend operations, preferably gained within a blended process environment.

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.

Contract Type:

Fixed Term Contract, 1 year

Salary

Kindly note that the salary offered for this role ranges from INR 3.07 LPA to INR 5.10 LPA, subject to the hiring teams assessment during the interview process and based on your current CTC.

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.

Please note:

Interviews will be conducted primarily in English. The successful candidate must be able to speak and write well in English, as this is essential for the role.

Education:

A bachelor's degree in any discipline is required.

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