Customer Service Representative, English Online

British Council; United States; Hybrid; USD 11,993 - 14,365; Full time

Job summary

The British Council in Mexico invites applications for a Customer Service Representative (CSR) to provide seamless support across face-to-face, phone, email, and online channels, handling enquiries, transactions and registrations with high accuracy.

You will work hybrid with regional teams, maintain CRM data, identify opportunities to promote services, and ensure adherence to safeguarding and information security policies.

Qualifications

• Experience in a customer-facing role delivering services to defined quality standards.
• Strong computer literacy with confidence using standard applications.
• Experience supporting service-to-sales opportunities within customer interactions.
• Proficiency with CRM platforms and online registration systems.

Responsibilities

• Deliver excellent customer service across multiple channels (face‑to‑face, phone, email, web chat, social media).
• Maintain accurate data entry on CRM and other systems, ensuring compliance with policies.
• Identify opportunities to recommend suitable products and services to customers.
• Provide feedback on customer needs and issues to support continuous improvement.
• Support bookings, payments, refunds and customer communications with quality audit alignment.

Skills

Customer service

Computer literacy

Education

Bachelor's degree

Tools

CRM platforms

Online registration systems

Job description

The Role

Customer Service Representative (CSR) provides seamless, high-quality support across multiple channels, handling enquiries, complaints, and transactions accurately and efficiently. As the first point of contact, they resolve issues, escalate when needed, and promote relevant services. The role emphasizes compliance, data accuracy, and system use, driving customer satisfaction, loyalty, retention and contributing to overall revenue growth.

Accountabilities

• Deliver excellent customer service across multiple channels (face‑to‑face, phone, email, web chat, social media), ensuring enquiries, complaints and registrations are handled professionally, accurately, and in line with service standards.
• Maintain accurate and timely data entry on CRM and other systems, ensuring compliance with safeguarding, financial and information security policies.
• Identify opportunities during service interactions to recommend suitable products and services, contributing to sales and retention targets.
• Provide feedback and insights on customer needs, behaviours and issues to support continuous improvement and Voice of the Customer initiatives.
• Support the delivery of operational processes such as booking consultations, payments, refunds and customer communications, ensuring alignment with quality audit requirements.
• Continuously develop knowledge of British Council products, services and policies to ensure customers receive up-to-date and accurate information.

Role Specific Knowledge and Experience

Essential

• Experience of working in a customer‑facing role, delivering services to agreed quality standards.
• Strong computer literacy with the ability to use standard applications confidently.

Desirable

• Experience of supporting service‑to‑sales opportunities within a customer interaction.
• Proficient in using computer systems and digital tools including CRM platforms and online registration systems.

Language Requirements

English and Spanish/French

Education

Bachelor’s degree

Closing Date

Applications will close at 23:59 UK time/ 16:59 Mexico City on Tuesday, 21st July 2026

Requirements

• Legal right to work in Mexico at the time of application.
• No mobility/relocation/visa sponsoring support will be provided.
• Flexible approach to shift patterns, including evening and weekend working; any two days week off, but not necessarily Saturday/sunday.
• Hybrid role with support to Customer Service Executive teams across different regions.

Business Unit

English & Exams

Department

Customer Experience Success

Pay Band

4

Salary

20,664.00 Mexico Peso

Country/Location

Mexico

Contract Type

Fixed Term Contract – 2 years

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.

Contact

If you experience any difficulties with submitting your application, please email [e-mail]