Call Center Agent

4 days ago

مصر, Egypt IDP Education Ltd Full time

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 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 center (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 lead 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 center, whilst building and maintaining the leads management database.

**RESPONSIBILITIES**
- Make outbound calls to prospective customer leads to qualify opportunities for the student placement counselors.
- Contact new and existing customers in alignment with IDP campaigns. These can include leads generated through the IDP website, sales, expos, events, appointment setting, and general customer service tasks.
- Monitor and respond to online chat.
- Monitor and respond to social channels answering queries IDP and its services.
- Use qualifying sales techniques to identify opportunities for IDP and its customers.
- Maintain the accuracy of IDP’s CRM including updating all customer details where possible.
- Confidently, politely, and professionally make warm and “cold calls” to customers.
- Respond to all customer inquiries in a highly professional, efficient, and friendly manner.
- Assist in guiding customers’ interest in IDP’s services and products by offering/securing appointments with relevant team members for further consultation.
- Ensure consistently high-quality services are offered to all customers.
- Keep relevant stakeholders informed of work agenda, progress, and issues.
- Follow through with potential customers and internal stakeholders on inquiries where required.
- Build relationships with internal and external stakeholders as the basis for trust and cooperation.
- Demonstrate commitment to IDP’s values and quality and compliance standards in everyday workplace operations
- Encourage a team environment that facilitates cooperation and knowledge sharing and enables high performance
- Use awareness of individual strengths and needs to drive personal growth and development.
- Give honest and constructive feedback in dealings with colleagues and external stakeholders
- Relevant work processes are followed through.
- Ensure the collection and usage of student personal information is in compliance with local regulatory requirements

**WHAT WE'RE LOOKING FOR**

Strong communication skills / English language (verbal and written) is essential

Minimum 1-year’ sales or customer service experience. Proved sales experience preferred.

Experience in managing inquiries 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

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

Strong typing/data entry skills

Ability to multi-task and retain information

Ability to handle pressure

Office located in Heliopolis & New Cairo

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