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 high-quality customer experiences across all channels, serving as the first point of contact for enquiries, registrations, complaints, and transactions. The role focuses on resolving issues at first contact, escalating when required, promoting relevant products and services, and ensuring compliance, data accuracy, and effective use of customer systems. Through service excellence and proactive engagement, CSRs drive customer satisfaction, loyalty, retention, revenue growth, and support the British Council’s mission of building trust and understanding worldwide. Main Accountabilities The Customer Service Representative (CSR) delivers excellent customer service across multiple channels, including face-to-face, phone, email, web chat, and social media. The role handles enquiries, complaints, registrations, bookings, payments, refunds, and customer communications professionally and accurately, ensuring compliance with service standards, quality requirements, safeguarding, financial, and information security policies. CSRs also maintain accurate and timely records in CRM and other customer management systems. The CSR identifies opportunities to recommend relevant products and services, supporting sales and customer retention objectives. They provide customer insights and feedback to support continuous improvement and Voice of the Customer initiatives, while continuously developing knowledge of British Council products, services, and policies to ensure customers receive accurate, up-to-date information and a positive customer experience. Qualifications & Skills 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. * English B2 and local language 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 * Job Grade: 4/H * Location: Colombia - Bogota * Gross Monthly Salary: $3.320.000 COP * Closing date: 16 September 2026 This role is only open for candidates who have the legal right to live and work in the job location 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