IDP Education Ltd Hiring for IELTS Customer Service Officer Job at Melbourne Full Time

About IDP

IDP is a top 100 ASX listed company. An exciting time to join us as we transform the way people access global education and opportunities, through leveraging innovative technology and a creating a connected world.

With our core business in student placement, digital marketing, English-language testing, and training across a global network, we are a global leader in the international education sector.

We are transforming to build a globally connected community to guide and support international students along their journey to achieve their lifelong learning and career aspirations.

IDP is evolving rapidly. This is an exciting opportunity and time to join us, as you support IDP through a continued period of significant growth and transformation, now and into the future.

POSITION PURPOSE

The IELTS Customer Service Officer, or CSO, will act as a liaison, provide services information and resolve any emerging problems that our customer might face with accuracy and efficiency.

Furthermore, the IELTS Customer Service Officer will also provide administrative and basic technical support to the Test Centre, ensuring compliance with the established guidelines of test operation as prescribed by the IELTS test partners.

RESPONSIBILITIES

Customer Service

• Ensure all test candidates receive exemplary customer experience at every contact point before, during and after sitting the IELTS test
• Consistently create a welcoming environment for the internal and external customers by greeting and assisting; as well as quickly responding to customer inquiries and needs
• Support the Test Centre team in providing accurate, comprehensive advice to general enquirers or ensure that more complex enquiries are forwarded to the correct person for a response
• Identify and assess customers’ needs to achieve satisfaction
• Provide services and support to clients with a disability
• Manage customer enquiries in a timely manner through telephone and email, and at the front desk
• Build relationships and trust with customers through open and interactive communication
• Go the extra mile to engage customers
• Follow communication procedures, guidelines and policies
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
• Keep records of customer interactions, process customer requests and file documents
• Other duties as requested

Operations

• Process customer requests such a Transfers, Refunds, Reschedules, Enquiry on Results and Tax Invoices
• Support customer bookings and verify payments, personal details and documents
• Maintain records in soft and hard copy as appropriate for all aspects of the test administration
• Support TC with data migration activities between IELTS and IDP systems
• Ensure data entry is completed timely and accurately
• Process payment vouchers, draft correspondence, preparing documents and organising/despatching materials
• Support the test centre with controlling inventory stock levels and reordering as necessary
• Support the TCM in the management of test centre Examiners, including recruitment, training, (re)certification and monitoring within the Professional Support Network guidelines
• Printing of collateral required for the smooth running of the TC
• Provide support in the implementation of contingency procedures when required
• Assist with the update of software as required using detailed instructions
• Support Test Centre team on tasks/ projects as required
• Provide other administrative support as required to assist in the successful delivery of services
• Other duties as requested

Quality and compliance (Key Responsibilities)

• Adhere to all IELTS manuals and company policies and guidelines
• Adhere to Professional Support Network policy and procedure of all Examiner Trainers and Examiners
• Other duties as requested

Communication

• Provide clear, consistent and comprehensive advice to general enquiries, Test candidates and Test Centre staff regarding IELTS test events
• Ability to work in a professional manner with stakeholders and in accordance with organisational values
• Build and maintain a good working relationship with stakeholders both internal and external
• Encourage a team environment which facilitates cooperation and knowledge sharing and enables high performance
• Other duties as requested

WHAT WE’RE LOOKING FOR

• Proven customer service experience
• Customer orientation and ability to adapt/respond to different types of characters
• Demonstrated ability to work effectively in a team environment and to provide guidance and support to the customer facing team
• Excellent communication skills
• Strong phone contact handling skills and active listening
• Ability to multi-task, prioritize, and manage time effectively
• Availability to work on weekends
• Proficient user of MS Office
• Ability to perform basic diagnosis and troubleshooting of computer software, hardware, peripherals and computer network

DESIRABLE

• Good spoken and written communication skills
• Good understanding of end-to-end testing processes and the policies and procedures that establish testing standards, as set down in the IELTS manuals

Why join us

IDP is truly international. We have a culture that celebrates diversity. With more than 5,000 people around the world, when you join IDP you become part of a connected community that supports you from where you are today, to where you want to be tomorrow.

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.

Be part of our story, as we support you to create meaningful and rewarding experiences, grow your career with purpose, and celebrate as a global team.