Executive Operations - Customer Service

Pay Band: 4

Country/Location: Noida, India

Department: GSS English & Exams (IELTS Operations)

Contract Type: Fixed Term Contract, 1 year

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.

Training & Assessment Requirement

Successful candidates will be required to complete mandatory process training and achieve the required pass mark in a competency assessment before undertaking independent production responsibilities. Support, coaching, and reassessment opportunities will be provided where applicable.

Role Overview

In this role, you will deliver a positive experience to British Council customers, with the aim of providing first-time resolution to customer enquiries through available communication channels. The role involves handling first-level customer enquiries and, where required, promptly and efficiently forwarding Level 2 enquiries to the relevant British Council colleagues.

Key Requirements

• Graduate in any discipline (Must)
• 6 months to 2 years of experience in customer service or backend operations
• Experience in blended processes is preferred
• Proficient in English and Hindi communication
• Good computer skills, including MS Office and keyboard handling
• Knowledge of customer service practices across voice, email and chat

Key Responsibilities

• Maintain a positive, empathetic and professional attitude toward customers
• Resolve customer enquiries accurately and promptly while meeting agreed service levels and targets
• Ensure customer satisfaction and provide professional customer support
• Develop a strong understanding of products and services to respond confidently to customer queries
• Work closely with colleagues and team members to share information and feedback on customer needs, concerns and issues
• Follow British Council information security policies and related requirements

Upcoming Walk-In Interview

We will be conducting a Walk-In Interview in Noida from 31 August to 5 September 2026.

Further details and registration information will be shared with shortlisted candidates.