Operations Associate Internship in Noida at British Council, India

British Council India is hiring for the role of Associate Operations!

Responsibilities of the candidate:

• Ensuring service levels are met, and access and quality standards are upheld, by meeting agreed targets and timescales.
• Accurately complete all logs on CRM/other tools and update necessary data sheets and code all customer interactions in line with business requirements.
• Working closely with colleagues and team members to share information, make new suggestions, and provide feedback surrounding customers’ needs, concerns and issues to the Customer Service Management team.
• Ensure that their workforce is aware of the information security policies and complies with them
• Ensures that the team complies to ISO 27001 and IGA-related requirements
• Send account opening requests effectively
• Disable accounts immediately for leavers and Absconders /on long leaves
• Document and monitor/review access levels of his/her team
• Provide security awareness and education to the team
• Managed records to ensure compliance to the Freedom of Information Act
• Research on required information using available resources/applications (Website, Shared drive, Knowledge Management Tool, etc.)
• Ensuring that all documents uploaded on ORS 2 are in alignment to the candidate’s profile.
• Follow up on customer inquiries where necessary via outbound call or email
• Maintain the minimum agreed British Council quality standards on each customer interaction

Requirements :

• At least 0-6 months of experience in a Voice bases/Blended process which includes Inbound / Outbound / Email / Chat/ Backend processing
• Proficient in English Communication Skills
• Knowledge of customer service principles and practices (Voice, E-Mails & Chats related)
• Good Computer (MS Office) and keyboard handling skills