We support peace and prosperity by building connections, understanding and trust between people in the UK and countries worldwide. For over 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 the more than 100 countries. We connect. We inspire. Role Purpose: The British Council is seeking a motivated Examinations Customer Service Executive to join our team in Kuala Lumpur. In this role, you will support British Council Examinations operations by handling customer enquiries and support requests from both Singapore and Malaysia. Your focus will be on delivering accurate information, resolving issues efficiently, and ensuring a smooth and professional service experience. You will play a key role in enhancing the customer journey for exam candidates, parents, and partners, while upholding the British Council's values. This role contributes directly to customer satisfaction, operational effectiveness, and the success of our Exams team in the region. Main Accountabilities: This remote role, based in Kuala Lumpur, is part of our Exams Customer Services team and plays a vital part in ensuring excellent support to candidates and partners across both countries. As the first point of contact for exam-related enquiries via phone and email, you will handle a range of customer needs-guiding them through the registration process, issuing payment links, resolving issues, and providing accurate information about our exams and services. You will always maintain professional and empathetic communication, while ensuring accurate records are kept through internal CRM and ticketing systems. This role requires close collaboration with colleagues in both Singapore and Malaysia, working within set service-level agreements and compliance standards. You will be expected to support campaign periods and registration drives, occasionally during weekends or extended hours, particularly during peak times. While the role is fully remote, it is closely integrated with regional teams and will involve regular coordination with other departments. A high level of digital adaptability, attention to detail, and responsiveness is essential. If you are a service-oriented professional who thrives in a dynamic, cross-border environment, and are committed to delivering a consistent and high-quality customer experience, we welcome your application. Join the British Council and be part of a global organisation that builds connections, understanding, and trust through education. Qualification/Requirements & Experience: Graduate/Diploma/Degree in any discipline Minimum 2 years of experience in a customer service role, preferably within the service, education, contact centre, or hospitality sectors. Experience using CRM systems, ticketing platforms, or other digital tools for managing enquiries and maintaining accurate customer records. Competent IT and numeracy skills Ability to communicate in Mandarin Chinese is a must Important Information: No. of positions: 1 Payband: 4/H and Salary range MYR 3200-3500 per month Country/Location: Kuala Lampur, Malaysia Department: Examinations Contract Type: Indefinite Contract-Local Closing Date: 14th September 2025 Right to Work: Applications are welcomed from candidates in Kuala Lampur, Malaysia with a natural right to work. However, please note candidates must have a natural right to work in the country, on a permanent basis, as immigration clearance and/or on-going visa support is not provided by the British Council for this role. Relocation support is also not provided. Work Schedule: The post holder will work a 5-day week between Monday and occasional Saturdays where required. Flexibility is required to support extended hours during high-demand periods, especially around exam registration and result release cycles. A connected and trusted UK in a more connected and trusted world. Equality , Diversity, and Inclusion (EDI) StatementThe British Council is committed to policies and practices of equality, diversity and inclusion across everything we do. We support all staff to make sure their behaviour is consistent with this commitment. We want to address under representation and encourage applicants from under-represented groups, in particular, but not exclusively, on grounds of ethnicity and disability. That's why we warmly welcome applications from all under-represented communities, alongside candidates from all backgrounds. Your unique perspectives, skills, and experiences matter to us, and are invaluable in shaping our inclusive workplace. All disabled applicants who meet the essential criteria are guaranteed an interview and we have Disability Confident Employer Status. We welcome discussions about specific requirements or adjustments to enable participation and engagement in our work and activities. 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; these will include qualification checks, reference checks, identity & criminal record checks in line with legal requirements and with the British Council's Safeguarding policies for Adults and Children. If you have any problems with your application please email askhr@britishcouncil.orgPlease note: Applications to this role can only be considered when made through the Apply section of our careers website. Our 'ASK HR' email is only to be used in case of a technical issue encountered when applying through the careers website. Emails with supporting statements and CV/Resumes sent to this email address will not be reviewed and will be deleted.
