Hourly Paid - Customer Services Representative

Role Profile

Hourly Paid (AD-HOC) - Customer Service Representative

• Role information
• Role type
• Hourly Paid (AD-Hoc Basis) Customer Service Representative – Abu Dhabi
• Pay band
• Reports to
• Business Delivery
• Grade 4 / H
• Customer Service Team Manager
• Role purpose

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

Offering a clear growth pathway from inductee to specialist, the CSR combines service excellence with proactive engagement to drive customer satisfaction, loyalty, and advocacy, while contributing to revenue growth and the British Council's mission of building trust and understanding worldwide.

Role context

The Customer Service Representative (CSR) is part of the Sales and Customer Service function, which underpins the British Council's mission by delivering excellent customer experiences, strengthening loyalty, and supporting business growth. As frontline representatives, CSRs interact with thousands of customers each year, ensuring professionalism, consistency, and alignment with brand values. By working across multiple channels and service types, they play a key role in connecting customers to our products and services, contributing directly to the organisation's commercial success and its wider purpose of building trust and understanding worldwide.

Main accountabilities

• Deliver excellent customer service across multiple channels (face-to-face, phone, email, web chat, social media), 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, 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.

Role specific knowledge and experience

Minimum/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 C1 and local language
  Additional Job Requirements
• Proof of Identity requirements/right to work in country
• Candidates are expected to have their own visa as this is an hourly paid (ad-hoc basis) contract and the British Council will not be sponsoring visa.
• Preference that applicants have a valid UAE driving license.