British Council Hiring | Any Degree Freshers As Graduate Trainee in India

Qualifications

British Council Hiring

Job Description :

Purpose of job:

To deliver optimum customer service, take ownership in maintaining an excellent Technical and Customer Service experience.

Main opportunities/challenges for this role 

Accountabilities, responsibilities and main duties:

• Provide Level 1 and Level 1.5 support to clients and partners via email, Chat, Service now and telephone
• Coordinate issue resolution to ensure all requests are handled appropriately and in a timely manner.
• Proactively pick up calls and emails as per the agreed standards and be the first point of contact for the customer.
• Navigate meticulously to research on required information using available resources/applications.
• Proactively identify and escalate priority issues to the contacts as per the escalation matrix.
• Responsible for handling critical incidents.
• Ensure adherence to individual/ team’s KPIs.
• Update required tools (CRM etc.) to record every customer interaction promptly.

Information Security

• Ensure and aware of the information security policies and comply with them
• Ensures that the team complies to ISO 27001 and IGA related requirements
• Send account opening requests effectively
• Disable accounts immediately for leavers and Absconders /on long leaves
• Provide security awareness and education to team
• Manage Records to ensure compliance to Freedom of information act
• Ensure incidents assigned to their Service Line are closed within SLAs

British Council Hiring