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countries worldwide. For over 90 years we have shaped brighter futures through education, arts, culture, language, and creativity. Working with people in over 200 countries and territories, we are on the ground in the more than 100 countries. We connect. We inspire. Role Purpose: To learn and deliver optimum customer service and operational activities for IELTS Online exams using various tools and applications. As a trainee the person is responsible to learn the techniques of service delivery / customer Services and apply the learning by delivering transactions. The transactions include interaction with test takers/candidates to address their queries along with managing operational tasks using applications / information to ensure all exams are conducted on time with efficiency and effectiveness. This role is expected to develop capabilities to act as the Operations/ Customer Services executive in IELTS online process. On Successful completion of the 12 months training period, the management trainee can apply for Fixed term Executive role in the process. Main Accountabilities: This role involves being the first point of contact for customer-related inquiries and transactions for IELTS online exams. You will guide potential candidates through the registration process, explain the features of the IELTS online exam, and handle refunds, transfers, and cancellations. Your goal will be to provide customers with information and resolve their queries effectively. You will be responsible for creating accounts and cases on Salesforce, updating necessary data sheets, and maintaining the British Council's quality standards in every customer interaction. Managing candidate and customer complaints by providing appropriate solutions within the time limits and following up to ensure resolution is also part of your role. In operations, you will manage the three key steps of the customer journey: pre-test, test day management, and post-test activities, as defined in process maps. You will ensure timely reports related to the customer journey are maintained and reconciled regularly. Effective management of various operational processes, such as examiner planning, test day support, candidate reconciliation on test day, and timely declaration of results, is crucial. You must read, understand, and comply with information security policies, and raise incidents or report noncompliance when observed. Adherence to organizational policies, such as the code of conduct and IT policy, is essential. You should be able to manage tasks for multiple processes simultaneously and adapt quickly to different IT systems. Proficiency in Microsoft Office, especially Excel and Outlook, is required. Good interpersonal and communication skills are necessary, along with versatility and a willingness to help others, even if it falls outside your job description. We seek a motivated, self-starting individual eager to learn and develop as the role expands. Operations and Customer Services operate in multiple shifts and 24/7 operations, with any two days off in a calendar week, which may not necessarily be on weekends. Placement for this role is based on a comprehensive certification process and clearance of background checks. The role demands cross-working between various customer services and operational processes for effective delivery. Qualification and experience: 0-1 years of work experience. Meet English language proficiency at a minimum level of IELTS band 7 or equivalent internationally recognised qualification (BCMS/Vendor will arrange for language proficiency and certification test)- communication skills will also be judged in the voice and accent assessment round. Typing Speed minimum 35 WPM. Basic MS Excel knowledge of using formulas (vlookup, hlookup, conditional formatting and pivot table)- Excel workbook to be shared separately. Important Information Pay Band: 3/J Country/Location: Noida, Uttar Pradesh Department: Exams Contract Type: Fixed term contract (1 year) Closing Date: 11 May 2025, Sunday Interview Dates: 19th May onwards Condition of Employment: Locally Recruited Applications are welcomed from candidates in Noida, Uttar Pradesh with a natural right to work. However, please note candidates must have a natural right to work in the country, on a permanent basis, as immigration clearance and/or on-going visa support is not provided by the British Council for this role. Relocation support is also not provided. A connected and trusted UK in a more connected and trusted world. 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