British Council

Customer Service Representative (CSR) - Rabat or Casablanca, Morocco

Rabat

CDD / ContratHybrideAnglaisService client / SAVÉducation

L’essentiel du poste

Résumé par Postule AI

The British Council is recruiting a Customer Service Representative (CSR) in Rabat or Casablanca, Morocco. The CSR is the first point of contact across face-to-face, phone, email, web chat and social media, handling enquiries, registrations, complaints and transactions accurately and within service standards. The role also identifies opportunities to recommend products and services that support sales and retention. It is a 1-year fixed-term contract with a stated growth pathway from inductee to specialist.

Vos missions

  • Deliver consistent, high-quality customer service across face-to-face, phone, email, web chat and social media channels.
  • Manage enquiries, registrations, complaints and transactions, resolving most issues at first contact and escalating when needed.
  • Maintain accurate and timely data entry on CRM and other systems in line with safeguarding, financial and information security policies.
  • Recommend suitable British Council products and services to support sales and retention targets.
  • Provide feedback on customer needs and issues to support continuous improvement and Voice of the Customer initiatives.
  • Support operational processes such as booking consultations, payments, refunds and customer communications.

Profil recherché

  • You have experience in a customer-facing role and deliver services to agreed quality standards.
  • You are confident using standard computer applications and systems such as CRM platforms.
  • You have English at C1 level and speak the local language.
  • You have the pre-existing legal right to work in Rabat or Casablanca, Morocco.
  • You are motivated by service excellence and proactive engagement that builds customer satisfaction and loyalty.

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Customer Service Representative (CSR)

The Customer Service Representative is the first point of contact for customers across face-to-face, phone, email, web chat and social media. The role manages enquiries, registrations, complaints and transactions efficiently, ensuring accurate information, smooth customer journeys and adherence to service standards.

CSRs resolve most issues at first contact, escalate when needed, and identify opportunities to promote relevant products and services, supporting both sales and retention. The role requires strong compliance, data accuracy and effective use of systems such as CRM and registration platforms.

The role offers a clear growth pathway from inductee to specialist, combining service excellence with proactive engagement.

Accountabilities

  • Deliver excellent customer service across multiple channels, handling enquiries, complaints and registrations professionally, accurately and in line with service standards.
  • Maintain accurate and timely data entry on CRM and other systems, in line with safeguarding, financial and information security policies.
  • Identify opportunities to recommend suitable products and services, contributing to sales and retention targets.
  • Provide feedback and insights 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, in line with quality audit requirements.
  • Continuously develop knowledge of British Council products, services and policies.

Requirements

  • Experience working in a customer-facing role, delivering services to agreed quality standards.
  • Strong computer literacy with the ability to use standard applications confidently.
  • English at C1 level and local language.

Important information

  • Contract type: 1-year fixed-term contract.
  • Pay band: 4.
  • Location: Rabat or Casablanca, Morocco.
  • Candidates must already have the legal right to work in the listed locations at the time of application. Mobility, relocation and visa sponsorship support will not be provided.
  • Hybrid working may be supported, subject to line management approval and the ability to provide the appropriate level of service, and can be explored at interview.
  • Applications close on 18th November at 11:59 PM UK time.

The British Council is a Disability Confident Employer and guarantees an interview for disabled applicants who meet the minimum role requirements.

Appointment to positions with direct involvement with vulnerable groups depends on thorough checks completed in line with legal requirements and British Council safeguarding policies.

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