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Customer Service Executive - English Services

Customer Service Executive - English Services

British Council

0 - 5 years

3 - 4 Lacs

noida

Posted:-1 days ago| Platform:

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Skills Required

international operations diversity and inclusion work permit data governance customer support customer service customer experience executive technical support reporting tools crm

Work Mode

Work from Office

Job Type

Full Time

Job Description

The Sales and Customer Experience Executive for English Online is responsible for delivering exceptional customer service and support, helping learners navigate and maximize the 100% online course experience. The role ensures timely resolution of service requests, supports potential and existing customers to drive sales and registrations, and captures customer insights through systems like Salesforce CRM to continuously enhance the overall customer experience.

Role Accountabilities

The Sales and Customer Experience Executive manages all aspects of customer service and support for English Online, handling learner enquiries, payment issues, and service requests primarily via email and web chat while adhering to SOPs and SLAs. The role also responds to new sales enquiries, supports marketing and re-marketing campaigns, and ensures accurate communication of promotions and product features.
Using CRM systems, the executive captures customer interactions, feedback, and insights to inform reporting and enhance the overall customer experience. The role involves collaborating with internal teams including payment support, technical support, and teaching centre staff to resolve issues efficiently and proactively identify recurring problems, ensuring a seamless experience for learners and potential customers.

Role specific skills, knowledge and experience

The ideal candidate will have excellent written and spoken communication skills, strong attention to detail, and at least two years of experience in a customer service role, preferably in an international context.
They should be able to manage, schedule, and prioritize multiple tasks effectively, with experience using Customer Relationship Management (CRM) platforms, reporting tools, and Microsoft Office applications. Desirable experience includes B2C sales or marketing, familiarity with the education sector particularly English Language Teaching (ELT), knowledge of GDPR and data governance, multi-country work experience, and providing customer support in an online environment.

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Customer Service Executive - English Services