Type : Full Time
Location : Delhi NCR
Experience Required : 1 Year(s)
- Salary : 200,000 - 400,000 (P.A.)
Industry : Education/Teaching/Training
Preferred Skills : BPO Customer Service Inbound Operations LPO Voice Process
Job Description :
Work Format: Working hours may be on a shift rotation between the hours of 08:00 and ending by 20:00. Weekly working rota of 5 days, this could be Monday Friday, Tuesday Saturday, but may include Sundays as working days occasionally. Possibly occasional travel around India
Responsibilities:
Assist in delivering operational excellence in the delivery of IELTS and other examinations.
Deliver a service to the customer across all channels which is above the British Council global minimum standards.
Ensure Customer Service standards are adhered to;
Inquiries and complaints are handled as per corporate policies and standards, including Examinations Quality Standards (EQS), Corporate Customer Service Standards, British Council Equality, Diversity and Inclusion (EDI) policies & practice, Child Protection & Data Protection requirements and in line with the standards set by the relevant Boards and Professional Boards.
Handle all customer inquiries including complaints as per corporate policies and standards.
Adhere to operations service level agreements & agreed turnaround times as per customer service standards.
Adhere to India Exams, global and board specific procedures and policies ensuring that Procedural timelines are met.
Complete required financial tasks as per British Council Financial guidelines and provide accurate financial information when requested.
Record accurately and to defined timelines all information relating to customer discussions and communication