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 shape 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 pivotal in providing excellent customer service across multiple channels, including face-to-face, phone, email, web chat, and social media, ensuring a smooth and positive experience for exam candidates.

Key Responsibilities
The Exams Customer Service Officer acts as the first point of contact for customers, managing enquiries related to exam registrations, payments, transfers, refunds, and results. The role involves resolving issues efficiently at the first point of contact where possible and escalating complex matters appropriately. Maintaining accurate customer data and records in compliance with British Council policies, exam board requirements, and safeguarding, financial, and data protection standards is essential. The officer supports customers throughout their exam journey and identifies opportunities to promote relevant British Council products and services. Capturing customer feedback and contributing to continuous service improvement are also key aspects of the role.

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 and fluency in the local language.
- Strong computer literacy with confidence in using standard applications.

Preferred Qualifications and Benefits
- Experience supporting service-to-sales opportunities during customer interactions.
- Proficiency in using CRM platforms, online registration systems, and other digital tools.

Additional Information
Strong English language skills, both written and spoken, are critical for this role, as interviews and daily communication will be conducted primarily in English. Candidates must be locally based with the legal right to work in Lahore, as relocation support is not provided.

We are committed to equality, diversity, and inclusion, welcoming applications from all community sections to enrich our workforce. As a Disability Confident Employer, we guarantee interviews for disabled applicants who meet the minimum role requirements and encourage open discussions about any adjustments needed to support participation.

The British Council is dedicated to safeguarding children, young people, and adults, ensuring safe environments free from abuse and exploitation. Appointment to roles involving direct contact with vulnerable groups will require thorough background checks in line with legal and organizational safeguarding policies.

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