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Automatically translated from French. View the original offer
Opportunity description: As a valued collaborator of the British Council, you are already contributing to our mission: to promote peace and prosperity by forging links, fostering understanding and trust between people in the UK and around the world. For more than 90 years, we have worked to build a better future through education, arts, culture, languages and creativity. We work with people in more than 150 countries and reach over 700 million people. We create links. We inspire. Purpose of the role
The Customer Service Representative (CSR) delivers a consistent, high-quality customer experience across all channels: in person, by phone, by email, by chat and on social media. As the first point of contact, it efficiently manages inquiries, registrations, complaints and transactions, ensuring accurate information, a smooth customer journey and compliance with service standards. Customer advisors solve most problems from the first contact, escalate them if necessary and identify opportunities to promote relevant products and services, thus contributing to sales and loyalty. This role requires a high degree of compliance, data accuracy and efficient use of systems such as CRM and registration platforms. Offering a clear growth path from beginner to specialist, the CSR program combines service excellence with proactive engagement to drive customer satisfaction, loyalty and recommendation, while contributing to revenue growth and the British Council’s mission of building trust and understanding around the world.
Provide excellent customer service across multiple channels (face-to-face, telephone, email, web chat, social media), ensuring that inquiries, complaints and registrations are handled in a professional, accurate manner and in accordance with service standards. Ensure accurate and timely data entry into CRM and other systems, ensuring compliance with protection, financial and information security policies. Seize opportunities during service interactions to recommend suitable products and services, thereby contributing to sales and loyalty objectives. Provide feedback and information on customer needs, behaviors and issues to support continuous improvement and customer listening initiatives. Support the implementation of business processes such as appointment scheduling for consultations, payments, refunds and customer communications, ensuring compliance with quality audit requirements. Continuously develop knowledge of the British Council’s products, services and policies to ensure that customers receive up-to-date and accurate information.
Role-specific knowledge and experience
A university degree or equivalent is required. Professional experience in a role in direct
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Bonjour, candidat. Pour ce poste mid-level chez l'entreprise recrutante, concentrez-vous sur deux ou trois réalisations chiffrées (ex. : progression de chiffre d’affaires). Si les compétences demandées dans l'annonce est demandée, montrez-la par un exemple d’adaptation terrain, pas juste une liste. Gardez le CV lisible, une page suffit. Bon courage.
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