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 experiences across all customer touchpoints, including face to face interactions, phone, email, web chat, and social media. As the first point of contact, the postholder manages enquiries, registrations, complaints, and transactions efficiently, ensuring accurate information, smooth customer journeys, and adherence to established service standards. The CSR resolves most issues at first contact and escalates cases appropriately, while identifying opportunities to promote relevant products and services that support both sales and customer retention. The role requires strong compliance and data accuracy, together with proficient use of systems such as CRM and registration platforms. With a clear development pathway from induction through to specialist level, the CSR combines service excellence with proactive engagement to drive customer satisfaction, loyalty, and advocacy, contributing to revenue growth and supporting the British Council’s mission to build trust and understanding worldwide. Main Accountabilities: In this role, you will be responsible for delivering excellent customer service across multiple channels, including face‑to‑face, phone, email, web chat, and social media. You will ensure that all enquiries, complaints, and registrations are handled professionally, accurately, and in line with agreed service standards. Maintaining accurate and timely data entry across CRM and other systems will be essential, with full adherence to safeguarding, financial, and information security policies. As part of your day‑to‑day responsibilities, you will identify opportunities during customer interactions to recommend appropriate products and services, supporting both sales and retention objectives. You will provide valuable feedback and insights on customer needs, behaviours, and issues, contributing to continuous improvement efforts and wider Voice of the Customer initiatives. The role also includes supporting key operational processes such as booking consultations, managing payments and refunds, and handling customer communications, ensuring all actions are aligned with quality and audit requirements. To maintain service excellence, you will continuously build your knowledge of British Council products, services, and policies, ensuring customers always receive accurate and up‑to‑date information. Through this commitment to quality and customer care, you will play an important role in enhancing the overall customer experience and supporting the organisation’s strategic goals. Knowledge & Experience: Minimum / Essential: • 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. Desirable • 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: Sofia, Bulgaria Contract Type: Indefinite Pay-band: 4/H Salary: starting from 1059 EUR gross per month Requirements: Candidates should have right to work in Bulgaria. Closing date for applications: Sunday, 27 September 2026; 23:59 EEST 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