Call Centre - (Temporary Contract with Own/Sponsored Visa)
IDP Education
- Dubai
- Temporary
- Full-time
- Make outbound calls to prospective customer leads to qualify opportunities for the student placement counsellors.
- Contact new and existing customers in alignment to IDP campaigns. These can include leads generated through IDP website, sales, expos, events, appointment setting and general customer service tasks.
- 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
- Use qualifying sales techniques to identify opportunities for IDP and its customers. This includes accurately recording outcomes for Warm/Hot or Cold Leads.
- Maintain the accuracy of IDP’s CRM including updating all customer details where possible
- Communicate Warm and Hot Leads to operations helping counsellors to drive conversion
- Nurture existing leads through ongoing outbound calling campaign to maintain effective relationships between our customers and IDP. This includes calling non-engaged customers for re-engagement.
- Confidently, politely and professionally make warm and “cold calls” to customers
- Use open and outcome drive questioning to accurately define customer needs.
- Respond to all customer enquiries in a highly professional, efficient and friendly manner
- Be prompt at identifying customers’ problem for which a solution can be offered by IDP’s services and products
- Assist in guiding customers’ interest in IDP’s services and products by offering/securing appointments with relevant team members for further consultation.
- Go above and beyond to resolve customers’ enquiries where required to create positive IDP customer experiences
- Ensure consistent high quality services are offered to all customers.
- Escalate customer enquiries where required to appropriate leadership/department for prompt resolution
- Provide prompt support to internal stakeholders (value added services fulfilment team, counsellors and office managers) 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
- Demonstrate commitment to IDP’s values and quality and compliance standards in everyday workplace operations.
- Encourage a team environment which 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.
- All interactions with customers are recorded on CRM in a timely and accurate manner following the guideline
- Relevant work processes are followed through.
- Assist in review and improvement of the established process to ensure it remains efficient and relevant
- Ensure the collection and usage of student personal information is in compliance with local regulatory requirements.
- Must be fluent in English and Arabic
- 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
- Experience in an online environment is highly desirable
- Experience in using CRM system
- Experience working in the Education sector
- Experience working in a sales environment
- Experience in making outbound calls to customers