Customer Service Representative

We support peace and prosperity by building connections, understanding and trust between people in the UK and countries worldwide. For 90 years we have shaped brighter futures through education, arts, culture, language, and creativity. Working with people in over 200 countries and territories, we are on the ground in more than 100 countries. **We connect. We inspire.** **The Role:** The Customer Service Representative (CSR) delivers consistent, high-quality experiences across all customer channels – face-to-face, phone, email, web chat, and social media. As the first point of contact, they manage enquiries, registrations, complaints, and transactions efficiently, ensuring accurate information, smooth customer journeys, and adherence to service standards. CSRs resolve most issues at first contact, escalate when needed, and identify opportunities to promote relevant products and services, supporting both sales and retention. The role demands strong compliance, data accuracy, and effective use of systems such as CRM and registration platforms. Offering a clear growth pathway from inductee to specialist, the CSR combines service excellence with proactive engagement to drive customer satisfaction, loyalty, and advocacy, while contributing to revenue growth and the British Council’s mission of building trust and understanding worldwide. **Accountabilities:** * Deliver excellent customer service across multiple channels (face-to-face, phone, email, web chat, social media), ensuring enquiries, complaints, and registrations are handled professionally, accurately, and in line with service standards. * Maintain accurate and timely data entry on CRM and other systems, ensuring compliance with safeguarding, financial, and information security policies. * Identify opportunities during service interactions to recommend suitable products and services, contributing to sales and retention targets. * Provide feedback and insights on customer needs, behaviours, and issues to support continuous improvement and Voice of the Customer initiatives. * Support the delivery of operational processes such as booking consultations, payments, refunds, and customer communications, ensuring alignment with quality audit requirements. * Continuously develop knowledge of British Council products, services, and policies to ensure customers receive up-to-date and accurate information. **Requirements of the role:** * Experience of working in a customer-facing role, delivering services to agreed quality standards. * Strong computer literacy with the ability to use standard applications confidently. * English C1 and local language **Closing Date: Applications will close on 11th October at 11.59 PM UK Time.** You must have the legal right to work in the listed locations at the time of application. **Important Information:** **Contract type:** 1 year Fixed Term Contract. **Pay band** : 4 **Location** : Morocco - Rabat or Casablanca **Requirements:*