Customer Service Representative – Exams Support

About the role

The Exams Customer Service Officer is the first point of contact for candidates, providing assistance across face‑to‑face, phone, email, web chat and social media channels. You will manage enquiries, registrations, payments, transfers, refunds and results‑related queries while ensuring compliance with British Council policies and safeguarding standards.

Key responsibilities

• Handle exam enquiries, registrations, payments, transfers, refunds and results queries across multiple communication channels.
• Maintain accurate customer records in relevant systems and adhere to financial, data protection and safeguarding policies.
• Resolve issues at the first point of contact where possible and escalate complex cases appropriately.
• Identify opportunities to promote relevant British Council products and services and capture customer feedback for continuous improvement.

Required profile

• At least 1 year of experience in a customer‑facing role delivering services to agreed quality standards.
• Graduate degree and strong English (C1) proficiency, both written and spoken.
• Native right to work in Pakistan and currently residing in Lahore.

Required skills

• Strong computer literacy with confidence in using standard applications.
• Experience with CRM platforms and online registration systems.