Job Description
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
This Temp 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.
Monitor and respond to online chat answering questions regarding study, visa and related services.
Monitor and respond to social channels answering queries IDP and its services
Use qualifying sales techniques to identify opportunities for IDP and its customers. This includes accurately recording outcomes for Warm/Hot or Cold Leads.
Maintain the accuracy of IDP's CRM including updating all customer details where possible
Nurture existing leads through ongoing outbound calling campaign to maintain effective relationships between our customers and IDP. This includes calling non-engaged customers for re-engagement.
Confidently, politely and professionally make warm and cold calls to customers
Use open and outcome drive questioning to accurately define customer needs.
Respond to all customer enquiries in a highly professional, efficient and friendly manner
Be prompt at identifying customers problem for which a solution can be offered by IDP's services and products
Assist in guiding customers interest in IDP's services and products by offering/securing appointments with relevant team members for further consultation.
Go above and beyond to resolve customers enquiries where required to create positive IDP customer experiences
Escalate customer enquiries where required to appropriate leadership/department for prompt resolution
Required Experience
Must be fluent in English
Strong communication skills / local language (verbal and written) is essential
Proved Sales Experience Preferred
Minimum 1 year sales or customer service experience
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
Results driven with a can do attitude
Intermediate level of computer literacy - MS Office - Word, Excel and email
