Call Center Agent

IDP Education Limited

About IDP

IDP is the global leader in international education services, delivering global success to students, test takers and our partners, through trusted human relationships, digital technology and customer research. An Australian-listed company, we operate in more than 50 countries around the world.

Our team is comprised of over 7,000 people of various nationalities, ages and cultural backgrounds. Proudly customer-first, our expert people are powered by global technology. Together, we offer unmatched services, helping local dreams become realities, all over the world.

Learn more at www.careers.idp.com

Role purpose

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.

Key Accountabilities

Make outbound calls to prospective customer leads to qualify opportunities for the student placement counsellors.

Contact new and existing customers in alignment to IDP campaigns. These can include leads generated through IDP website, sales, expos, events, appointment setting and general customer service tasks.

Escalate customer enquiries where required to appropriate leadership/department for prompt resolution

Provide prompt support to internal stakeholders (value added services fulfilment team, counsellors and office managers) in managing telephone, online chat and social media enquiries and filtering/nurturing pipeline of potential customers

Keep relevant stakeholders informed of work agenda, progress and issues.

Follow through with potential customers and internal stakeholders on enquiries where required

Communicate with internal and external stakeholders in an efficient and professional manner

Required Experience

Minimum 1 year’ sales or customer service experience

Proved 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

Must be fluent in English

Strong communication skills / local language (verbal and written) is essential