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We are currently seeking experienced Contact Centre Agent for our newly established Malaysia call centre located in Kuala Lumpur In this position you will be part of a team responsible for generating leads to support the Student Placement team and meet company business objectives The Contact Centre Agent is responsible to provide polite, professional and helpful information to students This position plays an important role in providing a complete customer engagement experience through omni- channel contact centre In addition, there is a strong focus on providing a high quality customer experience while proactively offers students information on the services provided by the company
The selected Contact Centre Agent will be responsible for
Making outbound customer engagements
Handling web-chat queries
Responding to customer emails and SMS’s
Handling Inbound calls
Achieving set performance KPIs
Updating and recording customer info in CRM
Informing TL of any anomalies or trends noticed via general activity
Attending and participating in team meetings with Team Leader & agents
Sharing win’s & loses with team
Call Quality compliance as per the defined parameters
Completing Adhoc tasks or campaigns as required by the Contact Centre
Candidate must possess at least a Diploma, Bachelor's Degree in Marketing or other fields
Minimum 1 years’ sales or customer service experience
Possess own transport or consistent mode of transportto work
Must be able to communicate in English well Other languages are secondary
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
Background/reference check is mandatory for IDP upon shortlisted
Deadline:20th Oct 2019
IDP is a global leader in international education services. We help international students study in English speaking countries. Our success comes from connecting students with the right course in the right university or institution and the right country.
IDP Education is a global leader in the international education industry which operates a number of related business lines including; international student placement; English language testing; English language Training; and Hotcourses. We are a rapidly growing global organisation with ambitious future expansion plans.
IDP Education is a publicly listed company in Australia. Education Australia, a company representing 38 prestigious Australian Universities, owns 50% of the shares in the business with the remaining 50% held by public investors.
Our Brand Values recognise our Expertise, Quality, Caring, Integrity and the Communities we work within.
We strive to continuously develop our dynamic, inclusive work places, we encourage and celebrate cultural differences and views, and we provide opportunities for personal, professional and career development.
IDP leads the world in assisting international students find the right overseas study option. An established specialist in study in Australia, IDP also assists international students with study in the USA, Canada, UK and New Zealand. Today over 225 leading universities across 5 English speaking destinations are IDP clients.
IDP Education also manages and co-owns the IELTS test – the leading test of English language proficiency for study and migration. British Council and University of Cambridge (ESOL Examinations) are the other owners. IELTS, the world's leading English language proficiency test, is delivered at over 450 test locations in 121 countries. IDP’s fellow IELTS partners are the British Council and Cambridge University. Over 6000 universities, education providers, government and professional bodies rely upon IELTS to assess an individual's English language proficiency for the purpose of study, migration and professional practice. IDP IELTS test centres are operational in more than 35 countries.
IDP 's services for students include:
- Free processing of applications to Australian universities, colleges and schools
- Impartial and comprehensive information on the Australian education systems.
- Counselling on study options.
- Visa application service.
- Seminars, interviews and pre-departure orientation.
- Assistance with arrangement of accommodation.
- Airline travel and banking referral.
- Testing centre of IELTS.
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