Customer Service Representative

We support peace and prosperity by building connections, understanding and trust between people in the UK and countries worldwide. For over 90 years we have shaped brighter futures through education, arts, culture, language, and creativity.

We work with people in over 150 countries and reach over 700 million people.

We connect. We inspire.

Pay Band: 4 / H

Country/Location: Delhi, India

Department: Sales and Customer Management

Contract Type: Fixed Term Contract, 2 years

Closing Date: Wednesday, 25th November 2026 - 23:59 Malaysia Time (GMT +8)

Role Purpose

The Customer Care Agent is responsible for providing efficient and professional customer service through telephone, live chat, Facebook and email. The role represents the British Council by delivering a positive customer experience, meeting service KPIs and supporting the achievement of business objectives.

Role Accountabilities

The role is responsible for delivering excellent customer service across multiple channels, managing customer enquiries and complaints, identifying sales opportunities and converting leads into bookings. It also involves maintaining accurate customer records, developing strong product and pricing knowledge, supporting sales and marketing activities, meeting service and sales KPIs, and contributing to continuous improvements in the customer experience and overall Teaching Centre operations.

Role specific skills, knowledge and experience

Candidates should have at least 6 months of experience in telesales, customer support or an outbound call centre environment. Experience using Salesforce or other Customer Relationship Management (CRM) systems would be an added advantage.

Further Information

Language: Strong English proficiency is crucial for this role, requiring fluency in both written and spoken communication to effectively navigate British Council systems and international operations.

Education: Candidates must possess a Bachelor's degree in any discipline.

Locally recruited: Applications are welcomed from candidates currently in this location with a natural right to work. Relocation support is not provided.

Working Hours: Working 5 days per week on a rotational shift basis, with 8 working hours per shift scheduled between 8:00 AM and 8:00 PM. Weekly off days are rotational and not fixed.

Overseas Citizen of India (OCI) card holders will need have, or be able to obtain, a valid special work permit issued from Government of India (GOI) to work in the British High Commission (BHC). BHC will not be able to sponsor work visas or obtain/ assist with the special work permit from GOI. Offers of employment made to OCI card holders will be conditional upon candidates obtaining a special work permit.

Note: For requisite special permission to take up employment in any foreign Diplomatic Missions in India, OCI Cardholder must visit https://ociservices.gov.in

Work Schedule: This is an on-site role requiring five days of work per week on a rotating shift basis, including late evening shifts. The role provides two days off per week, which may not always fall on weekends. Flexibility and adaptability to a continuous shift-based working environment are essential. There is no hybrid work arrangement for this position.

A connected and trusted UK in a more connected and trusted world.

Equality, Diversity and Inclusion Statement

We are committed to equality, diversity and inclusion and we welcome applications from all sections of the community as we believe that a diverse workforce gives added depth to our work. The British Council is a Disability Confident Employer. The Disability Confident scheme helps challenge attitudes, increase understanding of disability, and ensure staff are drawn from the widest possible pool of talent and we guarantee an interview for disabled applicants who meet the minimum role requirements. We welcome discussions about specific requirements or adjustments to enable participation and engagement in our work and activities.
 
Safeguarding Statement 

The British Council is committed to safeguarding children, young people, and adults who we work with. We believe that all children and adults everywhere in the world deserve to live in safe environments and have the right to be protected from all forms of abuse, maltreatment and exploitation as set out in article 19, UNCRC (United Nations Convention on the Rights of the Child) 1989. Appointment to positions where there is direct involvement with vulnerable groups will be dependent on thorough checks being completed in line with legal requirements and with the British Council’s Safeguarding policies for Adults and Children.
If you experience any difficulties with submitting your application, please email askhr@britishcouncil.org