British Council

Customer Service Representative – Rabat or Casablanca, Morocco

Maroc

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, on a 1-year fixed-term contract. 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 while ensuring data accuracy, compliance, and service standards. The role also identifies opportunities to recommend products and services that support sales and retention.

Vos missions

  • Deliver accurate, high-quality 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, timely data entry on CRM and other systems in line with safeguarding, financial, and information security policies.
  • Recommend suitable British Council products and services during interactions to support sales and retention targets.
  • Support operational processes such as bookings, payments, refunds, and customer communications, aligned with quality audit requirements.
  • Share feedback on customer needs and issues to support continuous improvement and Voice of the Customer initiatives.

Profil recherché

  • You have prior experience in a customer-facing role and are committed to delivering to service standards.
  • You are comfortable using CRM systems and standard applications and keep data accurate.
  • You speak English at C1 level and the local language, and communicate clearly across channels.
  • You can spot opportunities to recommend relevant products and services during customer interactions.
  • You already have the legal right to work in Rabat or Casablanca.

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Customer Service Representative

The British Council builds connections, understanding and trust between people in the UK and countries worldwide, shaping brighter futures through education, arts, culture, language, and creativity. It works with people in over 200 countries and territories.

The Role

The Customer Service Representative (CSR) delivers consistent, high-quality experiences across all customer channels, including face-to-face, phone, email, web chat, and social media. As the first point of contact, the CSR 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 demands 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.

Accountabilities

  • Deliver excellent customer service across multiple channels, ensuring enquiries, complaints, and registrations are handled professionally, accurately, and in line with service standards.
  • Maintain accurate and timely data entry on CRM and other systems, ensuring compliance with safeguarding, financial, and information security policies.
  • Identify opportunities during service interactions 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, ensuring alignment with quality audit requirements.
  • Continuously develop knowledge of British Council products, services, and policies to ensure customers receive up-to-date and accurate information.

Requirements

  • 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.

Important Information

  • Contract type: 1 year fixed-term contract
  • Pay band: 4
  • Location: Morocco, Rabat or Casablanca
  • Closing date: 18th November at 11:59 PM UK time

Candidates must have the pre-existing, legal right to work in the listed locations at the time of application. Mobility, relocation, and visa sponsoring support will not be provided.

Hybrid working may be supported, subject to full approval by line management and the ability to provide the appropriate level of service. This can be explored at interview.

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

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