Trainee - Operations & Customer Service Executive ...

Job Title: Trainee - Operations & Customer Service Executive – IELTS Online

Purpose Of Job

To learn and deliver optimum customer service and operational activities for IELTS Online exams using various tools and applications. As a trainee the person is responsible to learn the techniques of service delivery / customer Services and apply the learning by delivering transactions. The transactions include interaction with test takers/candidates to address their queries along with managing operational tasks using applications / information to ensure all exams are conducted on time with efficiency and effectiveness.

This role is expected to develop capabilities to act as the Operations/ Customer Services executive in IELTS online process. On Successful completion of the 12 months training period, the management trainee can apply for Fixed term Executive role in the process.

Role context
• Operations and Customer Services will operate in 3 shifts and in 24*7 operations, with any 2 week offs in a calendar week (doesn’t necessarily mean a Saturday or Sunday). The trainee is required to learn and work in line with the process requirements.
• The role is required to work in team and reporting to a Team Leader.
• The overall process size will range between 80- 100 resources.
• The individual is required to operate in a secured environment i.e. access to personal belongings and mobile phones or any other electronic devices is not allowed on productive floor.
• The placement for this role is based on a comprehensive certification process and clearance of Background checks.
• The role will demand cross working between various customer services and operational processes for effective delivery.

Main opportunities/challenges for this role

Accountabilities, Responsibilities And Main Duties
• To be the first point of contact for IELTS online Exams-customer related enquiries and transactions (Including guiding potential candidates on registration process, Features of IELTS online exam, processing of Refunds/transfers and/or cancellations).
• Provide customers with information and take the query towards effective resolution.
• Create (Account and Case/Opportunity) on salesforce and update necessary data sheets.
• Maintain the agreed British Council quality standards on each customer interaction.
• Handle and Manage Candidate/Customer complaints by providing appropriate solutions and alternatives within the time limits and follow up to ensure resolution.

Operations
• Manage 3 key steps of customer journey (Pre-test /Test day management and Posttest related activities) as defined in process maps.
• Ensuring various timely reports related to the customer journey are maintained and reconciled on regular basis.
• Ensuring all exams are conducted effectively by managing various operational processes like (Examiner planning/ Test day support/ candidate reconciliation on test day/ declaring results on time etc.).