Graduates Vacancy at British Council

Overview

British Council is hiring an experienced Analyst at their Noida location. The purpose of this job is to deliver optimum customer service, take ownership in maintaining an excellent Technical and Customer Service experience.

The complete details of this job are as follows:

What will you be doing:

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.

Demonstrate a thorough technical understanding of British Council products and services.

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.

Stakeholder Management

Develop and maintain positive relations with clients and partners.

Worked on ideas and improvement areas for GSD

Ensure that their workforce are 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

Document and monitor / review access levels of his/her team

Provide security awareness and education to team

Manage Records to ensure compliance to Freedom of information act

Ensure incidents of their respective functions are closed within SLA.

Qualifications for this Job:

Graduate

Basic Understanding Service Desk Operations,

Proficient in relevant computer applications(MS Office)

Knowledge of customer service principles and practices

Basic Understanding Service Desk Operations

Knowledge of customer service principles and practices

Good people and interpersonal skills

Good communication skills

Proactive approach with focus on problem analysis & resolution. Ability to plan well and prioritize work.

To apply for this job, visit official website

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