Customer Services 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 As the first point of contact for customers, the Customer Service Representative (CSR) delivers a high-quality, consistent experience across multiple channels, including face-to-face, phone, email, web chat, and social media. The role is responsible for handling enquiries, registrations, complaints, and transactions efficiently, ensuring accurate information, seamless customer journeys, and compliance with service standards. CSRs resolve issues at first contact whenever possible, escalate complex cases appropriately, and identify opportunities to promote relevant products and services that support customer retention and revenue growth. Through excellent service, strong attention to data accuracy, and effective use of CRM and registration systems, the CSR contributes to customer satisfaction, loyalty, and the British Council’s mission of building trust and understanding worldwide. Main Accountabilities Deliver an excellent customer experience across multiple channels, including face-to-face, phone, email, web chat, and social media, ensuring enquiries, complaints, registrations, and transactions are handled professionally, accurately, and in line with agreed service standards. Support key operational processes such as bookings, consultations, payments, refunds, and customer communications, while maintaining high levels of data accuracy across CRM and other systems and ensuring compliance with safeguarding, financial, information security, and quality assurance requirements. Build strong knowledge of British Council products, services, and policies to provide customers with accurate and up-to-date information. Identify opportunities to recommend relevant products and services that support sales and customer retention objectives, while gathering and sharing customer feedback, insights, and trends to inform continuous improvement initiatives and enhance the overall customer experience. Skills & Qualifications 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 C1 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: Romania - Bucharest * Closing Date: 11 Auugust 2026 * Gross Monthly Salary: Starts from 6,500 LEI / RON 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