British Council Off Campus Drive – 2023 | Trainee – Fresher apply now

British Council Off Campus Drive hiring Freshers for the role  Trainee with qualification Any Graduation for Noida location. The detailed eligibility and application process are given in below.

British Council Off Campus Drive Details:

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Main opportunities/challenges for this role:

• Operations and Customer Services will operate in 3 shifts and in 24*7 operations, with any 2 week offs in a calendar week (doesn’t necessarily mean a Saturday or Sunday). The trainee is required to learn and work in line with the process requirements.
• The role is required to work in team and reporting to a Team Leader.
• The overall process size will range between 80- 100 resources.
• The individual is required to operate in a secured environment i.e. access to personal belongings and mobile phones or any other electronic devices is not allowed on productive floor.
• The placement for this role is based on a comprehensive certification process and clearance of Background checks.
• The role will demand cross working between various customer services and operational processes for effective delivery.

Accountabilities, responsibilities, and main duties:

Customer Services:

• To be the first point of contact for IELTS online Exams-customer related enquiries and transactions (Including guiding potential candidates on registration process, Features of IELTS online exam, processing of Refunds/transfers and/or cancellations).
• Provide customers with information and take the query towards effective resolution.
• Create (Account and Case/Opportunity) on salesforce and update necessary data sheets.
• Maintain the agreed British Council quality standards on each customer interaction.

Handle and Manage Candidate/Customer complaints by providing appropriate solutions and alternatives within the time limits and follow up to ensure resolution

Operations:

• Manage 3 key steps of customer journey (Pre-test /Test day management and Posttest related activities) as defined in process maps.
• Ensuring various timely reports related to the customer journey are maintained and reconciled on regular basis.
• Ensuring all exams are conducted effectively by managing various operational processes like (Examiner planning/ Test day support/ candidate reconciliation on test day/ declaring results on time etc.).

Information Security and other mandatory compliances:

• Read, understand and comply with the information security policies.
• Raise incident / blow whistle when observe any noncompliance to information security or IELTS compliance related policies.
• Ensure compliances to Organisational policies like code of conduct, IT policy etc.

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