Customer Service Representative

About the role

The British Council is recruiting a Customer Service Representative (CSR) in Morocco, based in Rabat or Casablanca. The CSR delivers consistent, high-quality service across face-to-face, phone, email, web chat and social media channels, handling enquiries, registrations, complaints and transactions as the first point of contact. Most issues are resolved at first contact, and the role offers a growth pathway from inductee to specialist.

Key responsibilities

• Handle enquiries, complaints and registrations professionally and accurately across all channels, in line with service standards.
• Enter data accurately and on time in the CRM and other systems, complying with safeguarding, financial and information security policies.
• Identify opportunities to recommend suitable products and services, supporting sales and retention targets.
• Give feedback on customer needs, behaviours and issues to support continuous improvement and Voice of the Customer initiatives.
• Support operational processes such as booking consultations, payments, refunds and customer communications, aligned with quality audit requirements.
• Keep up to date with British Council products, services and policies so customers receive accurate information.

Required profile

• Experience in a customer-facing role delivering services to agreed quality standards.
• Strong computer literacy with confidence using standard applications.
• English at C1 level and knowledge of the local language.
• Legal right to work in the listed locations at the time of application; no relocation, visa sponsorship or mobility support is provided.

Required skills

• Use of CRM and registration platforms
• Data entry and accuracy
• Compliance with safeguarding and information security policies

The position is a 1-year fixed-term contract in pay band 4. Hybrid working may be possible, subject to line management approval and the ability to deliver the required service. Applications close on 18 November at 11:59 PM UK time.