Customer Service Representative

For over 90 years, we have fostered peace and prosperity by building connections, understanding, and trust between people in the UK and around the world. Operating in more than 100 countries and territories, we create brighter futures through education, arts, culture, language, and creativity. We are currently seeking an Exams Customer Service Officer based in Lahore, Pakistan, on a fixed-term local contract for two years. This role is vital as the first point of contact for customers, providing exceptional service across multiple channels including face-to-face, phone, email, web chat, and social media. The successful candidate will manage enquiries, registrations, complaints, and transactions while ensuring compliance with policies and maintaining accurate customer data. This position offers opportunities for professional growth and progression into specialist customer service roles.

Key Responsibilities
- Deliver professional and efficient customer support across various communication channels, handling exam-related enquiries, registrations, payments, transfers, refunds, and results queries.
- Maintain accurate customer records and data in line with British Council policies, exam board requirements, and standards related to finance, safeguarding, and data protection.
- Resolve customer issues promptly at the first point of contact and escalate complex matters appropriately.
- Support customers throughout their exam journey, ensuring a positive experience.
- Identify opportunities to promote relevant British Council products and services, contributing to customer satisfaction and business growth.
- Capture and relay customer feedback and insights to support continuous improvement initiatives.

Required Qualifications
- Minimum of one year’s experience in a customer-facing role, delivering services to agreed quality standards.
- Graduate-level education.
- Proficiency in English at C1 level, both written and spoken, along with fluency in the local language.
- Strong computer literacy, with confidence in using standard applications.

Preferred Qualifications and Benefits
- Experience in supporting service-to-sales opportunities during customer interactions.
- Proficiency in using CRM platforms, online registration systems, and other digital tools.
- The role requires strong English communication skills as interviews and daily operations will be conducted primarily in English.
- This position is locally recruited, and candidates must have the right to work in Lahore. Please note that relocation support is not provided.

We are committed to equality, diversity, and inclusion, welcoming applications from all sections of the community. We believe a diverse workforce enriches our work and perspectives. As a Disability Confident Employer, we guarantee interviews for disabled applicants who meet the minimum role requirements and encourage discussions about reasonable adjustments to support participation.

The British Council is dedicated to safeguarding children, young people, and vulnerable adults. We ensure all staff working with these groups undergo thorough checks in line with legal requirements and safeguarding policies. We strive to create safe environments free from abuse and exploitation, consistent with the United Nations Convention on the Rights of the Child (UNCRC) 1989.

Join us in connecting and inspiring people worldwide, contributing to a more connected and trusted global community.