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Deadline: 25 May 2022

Employment term: Temporary

Category: Sales/service management

Job type: Full time

Location: Yerevan

Job description:

This is a key role for the office as it is the first point of contact with the customers. The post holder needs to have strong customer service skills and excellent time management skills.

Post holdet should provide professional integrated customer service across all the British Council sectors and in line with the Customer Service Excellence standards and assist the Exams teams with the sales and delivery of the British Council Armenia examinations in line with the Quality and Compliance Assessment (QCA)/exams bodies required standards.

Job responsibilities

The key priorities of the post:

  • Maintain high quality standards of customer services at the British Council Armenia operation and introduce / advice on the possible improvements.
  • Support the exams team in the implementation of high-quality standards of exams administration in line with QCA requirements.
  • Support the E&E team in the sales and delivery of examinations.

Customer Services:

  • Answer the customers’ enquiries (e-mail, phone, face to face, social media and other) in a professional manner and in line with British Council Customer Service standards, the Global Customer Services Policy and Framework and brand guidelines.
  • Handle the complaints of the customers in an acceptable manner, in line with the Customer Service Excellence standards.
  • Regular communication with the Armenia team to ensure that feedback from customers is taken into consideration for further action.
  • Collect customer feedback by making clear notes on an enquiry/complaint, channelling them to relevant members of staff and ensuring the respond is given on time.
  • Prepare a quarterly report of all enquiries by channel and theme.
  • Assist with the registration processes for exams candidates (ensuring that relevant application process is completed and verifying that payment has been made), as well as with the post exams enquiries.
  • Regularly communicate with the British Council Armenia team to ensure in depth-knowledge of the services, programmes and events offered through all programme areas in order to provide appropriate information to the customers on products and options.


  • Prepare and handle relevant documents for the Exams, including processing exam papers in line with exam body/QCA/IELTS regulations and standards (unpacking, counting, logging, shredding materials securely).
  • Carry out certain tasks on Exams systems (following up payments, overdue registrations, online application/documentation checks, result entry or confirmation, scanning for on-screen marking etc)
  • Ensure confidentiality of exams papers, in accordance to the required standards.
  • Follow the British Council processes and procedures for delivering high quality customer service in line with our standards.
  • Assist the exams team with exam conduct, scheduling invigilators/examiners/markers and arrangement of double marking as appropriate through dedicated systems and offline.

Ensuring Compliance with internal policies:

  • Ensure that all aspects of the customer services activities and processes comply with the British Council codes of practice, regulations and policies including but not limited to our policies for Child Protection, Health & Safety, Equality Diversity and Inclusion, Data Management and Protection, and Environment.

Required qualifications

  • Degree level qualification in relevant area.
  • Previous experience of examinations administration and procedures ia an asset.
  • 2 years’ experience of customer services and / or sales in an international organisation.
  • Experience multi-tasking and managing different priorities at a time.
  • Excellent written and oral communication skills.
  • Flexibility in changing environments.
  • Fluency in use of IT, digital platforms and social media.
  • Experience of working with a diverse and dispersed team

Required candidate level: Mid level

Additional information

Must have the legal rights to work in the country.

Police check is expected as the person will be working with minors.

For high seasons: assisting exams on non-working hours/days coordinating working week with Line Manager in advance.

Soft skills

Customer/service oriented


Ability to work under pressure

You can apply for this job just by following Application procedure.

Application procedures

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Contact details


Phone: +37460701516

Address: 9 Grigor Lusavorich Street, Yerevan, Armenia, Yerevan, Armenia

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