The British Council is the United Kingdom’s international organisation for educational opportunities and cultural relations. The British Council creates international opportunities for the people of the UK and other countries and builds trust between them worldwide.
Job Description :
Purpose of job:To deliver optimum customer service, take ownership in maintaining an excellent Technical and Customer Service experience.Main opportunities/challenges for this role
Accountabilities, responsibilities and main duties:
Provide Level 1 and Level 1.5 support to clients and partners via email, Chat, Service now and telephone
Coordinate issue resolution to ensure all requests are handled appropriately and in a timely manner.Proactively pick up calls and emails as per the agreed standards and be the first point of contact for the customer.
Navigate meticulously to research on required information using available resources/applications.
Proactively identify and escalate priority issues to the contacts as per the escalation matrix.
Responsible for handling critical incidents.Ensure adherence to individual/ team’s KPIs.Update required tools (CRM etc.) to record every customer interaction promptly.Information Security
Ensure and aware of the information security policies and comply with them
Ensures that the team complies to ISO 27001 and IGA related requirements
Send account opening requests effectively
Disable accounts immediately for leavers and Absconders /on long leaves
Provide security awareness and education to teamManage Records to ensure compliance to Freedom of information actEnsure incidents assigned to their Service Line are closed within SLAs
QualificationsAny Graduate Role specific knowledge and experience
Basic Understanding Service Desk Operations,Proficient in relevant computer applications( MS Office)How To Apply:The interested and eligible graduates register for the same position on following British Council careers portal link.