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IDP is the global leader in international education services, delivering unparalleled success to students and institutions through trusted partnerships, cutting-edge technology, and customer-centric approaches. As a forward-thinking organization, we operate in over 50 countries worldwide, connecting local dreams with global opportunities.
Role PurposeThe Digital Experience Support Team strategy at IDP aims to provide a seamless customer engagement experience across all touchpoints, including outbound calls, online chat, social media, and more. This role plays a vital part in driving sales leads for our Student Placement Counsellors, while ensuring a high-quality customer experience. Key responsibilities include engaging potential customers via various channels, identifying genuine sales leads, and proactively offering Value Added Services to enhance customer satisfaction.
Operational Performance- Makes outbound calls to prospective customer leads to qualify opportunities for student placement counsellors.
- Contacts new and existing customers in alignment with IDP campaigns, generated through website interactions, sales events, and appointment settings.
- Monitors and responds to online chat inquiries regarding study, visa, and related services.
- Engages with customers on social media platforms to answer queries about IDP and its services.
- Utilizes qualifying sales techniques to identify opportunities for IDP and its customers, accurately recording outcomes for Warm/Hot or Cold Leads.
- Maintains the accuracy of IDP's CRM by updating customer details where possible.
- Communicates Warm and Hot Leads to operations teams to drive conversion.
- Nurtures existing leads through ongoing outbound calling campaigns to maintain effective relationships between customers and IDP.
This role requires excellent communication skills, with the ability to build rapport quickly with customers over the phone. The ideal candidate will possess strong listening skills to actively listen to customers' needs and interpret their requirements effectively.
