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 PURPOSEOperational Performance- Make outbound calls to prospective customer leads to qualify opportunities for the student placement counsellors.
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.
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.Customer Service- Confidently, politely and professionally make warm and cold calls to customers- Use open and outcome drive questioning to accurately define customer needs.
RESPONSIBILITIES- Candidate must be fluent in English- Strong communication skills / local language (verbal and written) is essential- Minimum 1 year’ sales or customer service experience- Proved 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 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- Strong typing / data entry skills- Ability to multi-task and retain information- Ability to handle pressureWHAT WE'RE LOOKING FOR- Experience in an online environment is highly desirable- Experience in using CRM system- Experience working in the Education sector- Experience working in a sales environment- Experience in making outbound calls to customers