* This vacancy is with BC Examinations and English Services India Pvt. Ltd. (BCEESIPL), a wholly owned subsidiary company of the British Council.  The post holder will be responsible for managing a data led professional Customer Services operation for British Council English and Exams Services India Private Limited which will include all channels of service. 


Location Gurgaon
Duration Indefinite Contract
Closing date Thursday, 18 July 2019

Role overview

Main opportunities/challenges for this role:

Manage the Customer Service operations and offer support to business delivery Operations teams in achieving the business objectives in an effective and efficient manner across all channels e.g. phone, email and digital. This role will need to create a Customer Service plan for the organization which would focus not only on an external facing diverse audience, but also key internal stakeholders and service delivery partners like India Contact Centre. 

It will involve Customer Operations management as per global CS standards. This encompasses Process, People, and Systems development and Quality assurance. The role will also involve blending Customer Service and Sales process in a manner which enriches customer experience, supports and drives business outcomes. The post holder is expected to highlight and mitigate risks to service levels. Monitor trends, forecast and share insights with senior management team to ensure that we consistently plan for and offer high quality service in a competitive environment.   


How to apply

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