Operations & Customer Service Executive

Pay Band: Grade 4 / H
Country/Location: India, Noida Department: Exams

Contract Type: Fixed Term
Closing Date: May 14, 2025

Role Purpose, main challenges & Accountabilities:

We’re looking for a dynamic and service-oriented individual to support our IELTS Online exam operations. If you're someone who thrives in a fast-paced environment and enjoys helping customers, this role could be for you.

You’ll be responsible for providing responsive customer service and handling operational tasks across the exam journey — from pre-test to post-test. This includes resolving candidate queries, managing exam-related data in our systems, and supporting test day operations to ensure everything runs smoothly and efficiently.

You’ll work closely with internal teams and follow set processes to maintain high standards and compliance. Success in this role means being detail-oriented, adaptable, and committed to delivering a great candidate experience every time..

Role specific skills, knowledge and experience:

Skills:

We're seeking someone with a strong foundation in customer service and a clear understanding of operational workflows. You should be confident in managing customer queries while keeping backend processes running efficiently.

You’ll need to handle multiple tasks across different stages of the exam journey — from registration to results — with accuracy and professionalism. Proficiency in tools like Microsoft Excel and Outlook is essential, as is the ability to quickly learn and adapt to internal systems.

Being responsive, calm under pressure, and solution-focused is key. If you're someone who takes ownership, communicates clearly, and can balance front-end service with behind-the-scenes operations, you’ll be a great fit for this role.

Desirable
It would be an advantage if you’ve worked in a voice-based process or handled customer service in a high-volume environment. Experience supporting remote or dispersed teams is also a plus.

We value adaptability, so if you've shown the ability to respond well to change and stay productive under pressure, we want to hear from you. A faster typing speed (40–50 WPM) and advanced Excel skills will help you perform even better in this role.

Requirements:

• Must operate in a secure environment (no personal belongings/electronic devices).

• Must pass background checks.

• Flexible to work in 24/7 shifts with any two days off per week. Weekends schedule on a rotation basis.
  

Locally Recruited
Applications are welcomed from candidates currently in this location with a natural right to work. Applications are also welcomed from candidates currently based in other British Council country offices. 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