This job posting has expired
Expired on April 1, 2026
Job Description
About IDP IDP is the global leader in international education services, delivering global success to students, test takers and our partners, through trusted human relationships, digital technology and customer research. An Australian-listed company, we operate in more than 50 countries around the world. Our team is comprised of over 7,000 people of various nationalities, ages and cultural backgrounds. Proudly customer-first, our expert people are powered by global technology. Together, we offer unmatched services, helping local dreams become realities, all over the world. Learn more at www.careers.idp.com Role 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
- Provide prompt support to internal stakeholders in managing telephone, online chat and social media enquiries and filtering/nurturing pipeline of potential customers
- Keep relevant stakeholders informed of work agenda, progress and issues
- Follow through with potential customers and internal stakeholders on enquiries where required
- Communicate with internal and external stakeholders in an efficient and professional manner
- Build relationships with internal and external stakeholders as the basis for trust and cooperation
- All interactions with customers are recorded on CRM in a timely and accurate manner following the guideline
- Make outbound calls to prospective customer leads to qualify opportunities for the student placement counsellors
- Monitor and respond to online chat answering questions regarding study, visa and related services
- Monitor and respond to social channels answering queries IDP and its services
Qualifications
- 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 pressure