Contact Centre Officer

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.

POSITION 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.

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.

Key Performance Area

Operational Performance

• Follow up with web enquiries & qualify as Hot/Warm web Leads.
• Follow up with existing leads across multiple stages to support counsellors drive conversions.
• 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.
• Communicate Warm and Hot Leads to operations helping counsellors to drive conversion.
• 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.
• Service Level agreement reporting.
• Sales and Lead Conversion.
• Adherence.
• Call and interaction volume.
• Occupancy.
• Compliance.
• Customer Experience.

Customer Service

• 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.
• Ensure consistent high quality services are offered to all customers.
• Escalate customer enquiries where required to appropriate leadership/department for prompt resolution.
• Customer satisfaction survey.
• Quality Assurance Monitoring.

Stakeholder Relations

• 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.
• Build relationships with internal and external stakeholders as the basis for trust and cooperation.
• Stakeholders’ satisfaction survey.
• Honest and constructive feedback.
• Team and stakeholder feedback.

People

• Demonstrate commitment to IDP’s values and quality and compliance standards in everyday workplace operations.
• Encourage a team environment which facilitates cooperation and knowledge sharing and enables high performance.
• Use awareness of individual strengths and needs to drive personal growth and development.
• Give honest and constructive feedback in dealings with colleagues and external stakeholders.
• Honest and constructive feedback.
• Feedback internal and external.
• Individual training plan reflects development priorities.
• Team and stakeholder feedback.

Process & Compliance

• All interactions with customers are recorded on CRM in a timely and accurate manner following the guideline.
• Relevant work processes are followed through.
• Assist in review and improvement of the established process to ensure it remains efficient and relevant.
• Ensure the collection and usage of student personal information is in compliance with local regulatory requirements.
• CRM record management measures met.
• Evidence of processes being followed through.
• Risk in breaching Privacy Law is kept to minimal.

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.