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 solid understanding of products and services to respond confidently to customer queries
- Work closely with colleagues and team members to sh

📌 Executive Operations (Noida)
🏢 BC Management Services
📍 Noida