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. Role purpose The Customer Service Representative (CSR) delivers consistent, high-quality customer experiences across multiple channels, including face-to-face, phone, email, web chat, and social media. As the first point of contact within the Sales and Customer Service function, the role manages customer enquiries, registrations, complaints, and transactions efficiently, providing accurate information, seamless customer journeys, and compliance with service standards. The CSR uses CRM and registration systems effectively, resolves most issues at first contact, escalates complex cases where required, and identifies opportunities to promote relevant products and services that support sales, retention, and revenue growth. As frontline representatives, CSRs interact with thousands of customers each year and play a key role in connecting customers to British Council products and services while demonstrating professionalism, consistency, and alignment with brand values. Through proactive customer engagement, data accuracy, compliance, and service excellence, the role strengthens customer satisfaction, loyalty, and advocacy, contributing to the organisation’s commercial success and its wider mission of building trust and understanding worldwide. The role also provides a structured development pathway from inductee to specialist, enabling continuous growth and increased expertise. Main 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 Qualification and Experience Essentials * Degree or equivalent experience. * 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. Desirables * Experience of supporting service-to-sales opportunities within a customer interaction. * Proficient in using computer systems and digital tools including CRM platforms and online registration systems. Important information * Location: Egypt * British Council Pay band: 4/H * Contract type: Fixed Term Contract​ * Proof of Identity requirements & right to work in the country: Applicants must have the legal right to work in the stated location. Visa sponsorship and relocation assistance are not provided. * * Application Closing Date: Wednesday, 4 November 2026 at 21:29 Egypt time (23:59 IST) A connected and trusted UK in a more connected and trusted world. Equality, Diversity and Inclusion Statement We are committed to equality, diversity and inclusion and welcome applications from all sections of the community as we believe that a diverse workforce gives added depth to our work. The British Council is a Disability Confident Employer. The Disability Confident scheme helps challenge attitudes, increase understanding of disability and ensure staff are drawn from the widest possible pool of talent. We guarantee an interview for disabled applicants who meet the minimum role requirements. We welcome discussions about specific requirements or adjustments to enable participation and engagement in our work and activities. Safeguarding Statement The British Council is committed to safeguarding children, young people and adults who we work with. We believe that all children and adults everywhere in the world deserve to live in safe environments and have the right to be protected from all forms of abuse, maltreatment and exploitation as set out in article 19, UNCRC (United Nations Convention on the Rights of the Child) 1989. Appointment to positions where there is direct involvement with vulnerable groups will be dependent on thorough checks being completed in line with legal requirements and with the British Council’s Safeguarding policies for Adults and Children. If you experience any difficulties with submitting your application, please email askhr@britishcouncil.org