Contact Centre Officer

4 weeks ago

Singapore timesjobs Full time
###

Position: Contact Centre Officer Marketing

Location: Singapore, Singapore, Singapore

Employment Type: Full Time

-
  • 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 webchat queries.
  • Responding to customer emails and SMSs.
  • 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 OOOs with TL &/or QA.
  • Sharing wins & loses with team.
  • Developing skills and ability to achieve KPIs.
  • Call Quality compliance as per the defined parameters.
  • Completing adhoc 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.
- ... (and more listed activities in detailed manner)

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