IELTS Contact Center Officer (Contract)
IDP Education Services Company Limited (Head Office)
As an IELTS Contact Center Representative, you will be the primary point of contact for customers seeking assistance/test taker. Your role is to provide exceptional customer service, handle inquiries, resolve issues, and ensure a positive customer experience. You will work in a dynamic environment, using various communication channels to address customer needs effectively.
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Key Responsibilities:
- Customer Interaction:
Respond to customer inquiries via phone, email, chat, or social media in a timely and professional manner. - Issue Resolution:
Resolve customer issues and complaints efficiently, escalating complex issues to higher levels as needed. - Product Knowledge:
Well understanding of IELTS, services, and policies to provide accurate information and support. - Data Entry:
Accurately log and update customer information and interactions in the company's CRM system. - Team Collaboration:
Work closely with other team members and departments to ensure a seamless customer experience and resolve cross-functional issues.
- Customer Interaction:
- Excellent verbal and written communication skills.
- Strong problem-solving abilities and attention to detail.
- Proficiency in using computer systems and software, including CRM tools.
- Ability to remain calm and professional under pressure.
- Empathetic and patient with customers.
- Team-oriented with a positive attitude.
- Adaptable to changes in procedures and technology.
- Overtime
IDP Education Services Company Limited (Head Office)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.
IDP Education’s ongoing success comes from our highly committed and caring employees around the globe. We encourage teamwork in order to leverage our people's diverse talents and expertise through effective collaboration and cooperation throughout our business. We strive to provide a working environment where people are encouraged to excel, be creative and seek new ways to solve problems, take initiative, generate opportunities and be accountable for their actions. We believe in developing dynamic, inclusive work places that encourage and celebrate cultural differences and views, and provide opportunities for personal, professional and career development all around the world. 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.
IDP Thailand is part of the South East Asia region which consists of seven countries in total including Cambodia, Indonesia, Malaysia, Philippines, Singapore, Thailand and Vietnam. IDP Thailand’s core business operations are Student Placement and IELTS testing with 3 main offices across the country - Bangkok, Chiang Mai and Khon Khaen. In 2023, IDP Thailand involves the efforts of approximately 70 full-time employees.
