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Customer Success Specialist- Student Essential Services (SES)

DC - Business Operations | Hybrid in Chennai, Tamil Nadu, India | Full Time

Job Description

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

IDP’s Student Essentials Services(SES) Customer Success team works with IDP’s counselors, and Student Essentials partner success teams to provide our student community hassle-free and cost-effective access to all essential services when they reach their dream study abroad destination. Our Student Essentials package includes, but not limited to, insurance, money transfer and accommodation services customized for key student destinations markets including Australia, the UK, Canada, and others. As a Customer Success Specialist, you will work with partner success teams to understand the USPs and key deliverables of the multiple SES products and service providers. You will be the subject matter expert on SES products/services/ packages and help our network teams, including counsellors and regional marketing teams, deliver an exceptional student experience to IDP’s student community.

RESPONSIBILITIES 

  • Gain end to end understanding of SES products and services 
  • Support counsellor/marketing teams’ with issue resolution 
  • Collaborate with engineering teams to ensure customer needs are met and troubleshoot technical issues     raised by customers 
  • Create and present performance analytics report 
  • Revenue recognition tracking and auditing 
  • Perform UAT of SES digital products 

WHAT WE'RE LOOKING FOR

  • Bachelor's degree from a recognized institution 
  • Minimum 3 to 5 years working experience in rendering Product Support/back office operational processing to end users in banking/finance/insurance sectors 
  • Demonstrate excellent analytical skills 
  • Experience with office software applications like Outlook, MS Excel, MS Word, MS PowerPoint 
  • Must have experience in working with workflow/process flow management tools like Wrike, ServiceNow, JIRA, Confluence or similar 
  • Can do attitude is a MUST, should be quick to act and think of out of the box solutions. 
  • Have excellent written and verbal communication skills in English, influencing and customer management skills.