Contact Centre Officer

2 years exp

**Roles & Responsibilities**

**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.

**RESPONSIBILITIES**

**General Activities**:

- Making outbound customer engagements
- Handling web-chat queries
- 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.

**WHAT WE'RE LOOKING FOR**
- Strong communication skills / local language (verbal and written) is essential
- Minimum 3 years’ sales or customer service experience. Proved sales experience preferred.
- Experience in managing enquiries from online chat and social media platformsAbility to confidently and professionally make warm and “cold calls” to customerAbility to build rapport quickly with customers over the phone
- Excellent listening skills to actively listen to customers and interpret their needsEffectively deal with objectionsDeal 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
- Ability to multi-task and retain information
- Ability to handle pressure

IDP is the number one choice for international students looking to open their world by studying overseas. We are a global organisation, with our corporate office based in Melbourne, Australia. We are a publically listed company on the Australian Stock Exchange and based in Melbourne, Australia. IDP’s core business lines include student placement to Australia, US, UK, Canada and New Zealand institutions, English-language testing and training.

Our Brand Values recognise our Expertise, Quality, Caring, Integrity and the Communities we work within.

We strive to continuously develop our dynamic, inclusive work places, we encourage and celebrate cultural differences and views, and we provide opportunities for personal, professional and career development.

IDP leads the world in assisting international students find the right overseas study option through more than 100 offices in 40 global networking countries. An established specialist in study in Australia, IDP also assists international students with study in the USA, Canada, UK and New Zealand. Today over 400 leading universities across Australia, USA, UK, Canada and New Zealand are IDP clients.

IDP Education also manages and co-owns the IELTS test - the leading test of English language proficiency for study and migration. British Council and University of Cambridge (ESOL Examinations) are the other owners. IELTS, the world’s leading English language proficiency test, is delivered at over 450 test locations in 121 countries. IDP’s fellow partners are the British Council and Cambridge University. Over 6,000 universities, education providers, government and professional bodies rely upon IELTS to assess an individual’s English language proficiency for the purpose of study, migration and professional practice. IDP IELTS test centres are operational in more than 35 countries

We respect diversity in our people: their ideas, work styles and perspectives as well as offering flexibility to ensure employees enjoy a satisfying balance of work and personal life. We pride ourselves on the ability to create dynamic, inclusive work places that encourage and celebrate cultural differences and views, and provide opportunities for personal, professional and career development.