Call Centre Agent at IDP Education Ltd

Role purpose

• The position forms an important part of the Digital Experience Support Team strategy which provides IDP with a complete customer engagement experience through its omnichannel 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

• 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
• Go above and beyond to resolve customers’ enquiries where required to create positive IDP customer experiences

Required Experience

• Must be fluent in English.
• Strong communication skills / local language (verbal and written) is essential.Minimum 2 year’ sales or customer service experience
• Experience in managing enquiries from online chat and social media platform.
• Ability to make warm and “cold calls” confidently and professionally 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
• Demonstrated ability to work effectively in a team environment.
• Demonstrated organizational and time management skills, with the ability to prioritize.
• 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.