Job Title: Graduate Trainee
Salary Package:₹ 1.2 Lakhs to ₹ 2.6 Lakhs
Company Name: British Council
Job Location: Noida, Uttar Pradesh, India
Qualification : Bachelor’s Degree
Job Description:-
Required Qualifications & Skills:-
BTech/BSc Graduate
Role-specific knowledge and experience
Basic Understanding of Service Desk Operations,
Proficient in relevant computer applications( MS Office)
Knowledge of customer service principles and practices
Basic Understanding Service Desk Operations
Enthusiastic and keen to learn
Knowledge of customer service principles and practices
Good people and interpersonal skills
Good communication skills
Accountabilities, responsibilities, and main duties-
Provide Level 1 and Level 1.5 support to clients and partners via email, Chat, Service Now and telephone
Coordinate issue resolution to ensure all requests are handled appropriately and in a timely manner.
Proactively pick up calls and emails as per the agreed standards and be the first point of contact for the customer.
Navigate meticulously to research required information using available resources/applications.
Proactively identify and escalate priority issues to the contacts as per the escalation matrix.
Responsible for handling critical incidents.
Ensure adherence to individual/team KPIs.
Update Required tools (CRM etc.) to record every customer interaction promptly.
Information Security:
Ensure and be aware of the information security policies and comply with them
Ensures that the team complies with ISO 27001 and IGA-related requirements
Send account opening requests effectively
Disable accounts immediately for leavers and Absconders /on long leaves
Provide security awareness and education to the team
Manage Records to ensure compliance with the Freedom of information act
Ensure incidents assigned to their Service Line are closed within SLAs.