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.

The Role

The Customer Service Representative (CSR) provides seamless, high-quality support across multiple channels, handling enquiries, complaints, and transactions accurately and efficiently. As the first point of contact, they resolve issues, elevate matters when needed, and promote relevant services. The role emphasizes compliance, data accuracy, and system use, driving customer satisfaction, loyalty, retention and contributing to overall revenue growth.

Accountabilities

• Deliver excellent customer service across face‑to‑face, phone, email, web chat and social media 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 the delivery of operational processes such as booking consultations, processing payments, issuing refunds and sending 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.

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.

Language Requirements

English (B2) and Spanish.

Education

Bachelor’s Degree (Desirable).

Closing Date

Applications will close at 23:59 IST/13:29 COT on Tuesday, 28 July 2026.

Legal Right to Work

You must have the legal right to work in Colombia at the time of application.

Work and Compensation

Business Unit: English & Exams
Department: Operational Delivery
Pay Band: 4
Country/Location: Colombia
Contract Type: Fixed Term Contract (1 year)
Gross Monthly Salary: $ 3,320,000 COP
Work Arrangement: On‑site
Work Schedule: 35‑hour working week, hours and shifts may vary depending on business and operational needs.

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.