Contact Centre Officer

at  IDP Education Ltd

An ASX100 business part that is owned by Australian universities, IDP is a pioneer in international education services. Our core business lines include student placement to Australia, US, UK, Canada and New Zealand institutions, English-language testing and training.
We are on a mission to build the world’s leading platform and connected community to guide students along their journey to achieve their lifelong learning and career aspirations.
As a co-owner of IELTS, we deliver the English test that is trusted by more governments, universities and organisations than any other. We also operate English language teaching schools in South East Asia.
We are innovators, driven by the needs of our customers and deep data insights. Our 5,000 team members based around the world understand that our services change lives – not only of our customers, but their wider communities.
By combining empathy and professional expertise with digital excellence, we create launch pads for our customers to achieve global success.

REQUIREMENTS:

• Strong communication skills / local language / Bilingual - Mandarin (verbal and written) is essential.
• Minimum 2 years’ sales or customer service experience. Proven sales experience preferred.
• Experience in managing enquiries from online chat and social media platforms.
• Ability to confidently and professionally make warm and “cold calls” to customer.
• Ability to build rapport quickly with customers over the phone.
• Excellent listening skills to actively listen to customers and interpret their needs.
• Effectively deal with objections.
• Deal with customers that may be angry about receiving unsolicited calls.
• Demonstrated ability to work effectively in a team environment.
• Demonstrated organisational and time management skills, with the ability to prioritise.
• An ability to service and work with people from different cultural backgrounds.
• Results driven with a ‘can do’ attitude.
• Intermediate level of computer literacy - MS Office - Word, Excel and email.
• Strong typing/data entry skills.
• Ability to multi-task and retain information.
• Ability to handle pressure.

The position forms an important part of the Digital Experience Support Team strategy which provides IDP a complete customer engagement experience through its omni-channel contact centre (outbound calls, online chat, social, inbound and others). The key focus of the role is to engage with potential and existing customers through telephone calls, online chat, and social channels in order to identify genuine sales leads for delivery to, and conversion by, our local Student Placement Counsellors. In addition to this there is a strong focus on providing a high quality customer experience while proactively offering and selling additional Value Added Services. This position must provide excellent sales and customer service to prospective customers via all channels operated within the contact centre, whilst building and maintaining the leads management database.

General Activities

• Making outbound customer engagements.
• Handling web-chat queries.
• Responding to customer emails and SMS’s.
• Handling Inbound calls.
• Achieving set performance KPIs.
• Updating and recording customer info in CRM.
• Informing TL of any anomalies or trends noticed via general activity.
• Conflict resolution.
• Attending and participating in team meetings with TL & agents.
• Attending coaching, training and OOO’s with TL &/or QA.
• Sharing win’s & loses with team.
• Developing skills and ability to achieve KPIs.
• Call Quality compliance as per the defined parameters.
• Completing ad-hoc tasks or campaigns as required by the Contact Centre.