Customer Service Representative

About the role

The Customer Service Representative (CSR) provides high‑quality, consistent support to customers across face‑to‑face, phone, email, web chat and social media channels. As the first point of contact, the CSR ensures enquiries, registrations, complaints and transactions are handled efficiently while promoting relevant British Council products and services.

Key responsibilities

• Deliver excellent multi‑channel customer service, handling enquiries, complaints and registrations in line with service standards.
• Maintain accurate data entry in CRM and registration platforms, adhering to safeguarding, financial and information‑security policies.
• Identify and recommend appropriate products and services during interactions to support sales and retention goals.
• Provide feedback on customer needs and behaviours, contributing to continuous‑improvement and Voice‑of‑Customer initiatives.
• Support operational processes such as booking consultations, managing payments, refunds and customer communications.

Required profile

• Proven experience in a customer‑facing role delivering services to agreed quality standards.
• Strong computer literacy with confidence using standard office applications.
• Right to work in Bulgaria.
• Desirable: experience converting service interactions into sales opportunities and proficiency with CRM and online registration systems.

Required skills

• CRM platforms
• Online registration systems
• Standard office applications (e.g., word processing, spreadsheets)