Exams Customer Services Officer

About the role

The British Council is hiring a Customer Service Officer for its English and Exams department in Lahore, Pakistan (Pay Band 4/H, indefinite contract, local position). As the first point of contact for customers, the officer handles exam enquiries, registrations, payments, transfers, refunds and results-related queries across face-to-face, phone, email, web chat and social media channels. The role is open to graduates and requires strong spoken and written English.

Key responsibilities

• Provide professional support to customers across face-to-face, phone, email, web chat and other channels, resolving queries at first point of contact and escalating complex issues.
• Manage enquiries, registrations, complaints and transactions, and maintain accurate customer data in line with British Council policies, exam board requirements and data protection standards.
• Promote relevant British Council products and services, capture customer feedback and contribute to continuous improvement.

Required profile

• Graduate with 1 year of experience in a customer-facing role.
• English C1 level and knowledge of the local language; fluency in written and spoken English is crucial, as interviews are held mainly in English.
• Natural right to work in Pakistan; relocation support is not provided.
• Desirable: experience supporting service-to-sales opportunities.

Required skills

• Strong computer literacy with standard applications.
• Desirable: use of CRM platforms and online registration systems.