Customer Care Consultant

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Shift Schedule : Rotational shifts (between 9 AM – 9 PM, including weekends / public holidays as per business requirements)

Role Purpose

The Customer Care Agent ensures a high-quality and efficient customer service experience for all customers via telephone, live chat, and email. Acting as the British Council’s ambassador, the role provides top-quality service while meeting all KPIs to support business objectives.

Challenges and Accountabilities

Customer Experience & Management

• Achieve KPIs (call volumes, quality, resolution, conversion, and call-back rates).
• Manage enquiries and complaints to improve resolution rates and reduce escalations.
• Accurately record customer data in CRM systems while ensuring data security.
• Build long-term customer relationships and promote Equality, Diversity and Inclusion.
• Accept and respond to enquiries from telephone and email, and create leads.
• Provide accurate product, pricing, and offer knowledge at all times.
• Assist with English class reservations and accepting payments.

Operations & Systems

General

Role Specific Knowledge and Experience

Requirements

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