Ielts Customer Support Officer, Brisbane

7 months ago

Brisbane, Australia IDP Education Ltd Full time

**IDP Education Limited is an ASX listed company that is 50% owned by 38 Australian universities and headquartered in Melbourne, Australia. IDP’s core business lines include student placement to Australia, US, UK, Canada and New Zealand institutions, English-language testing and training.**

**An ASX100 business with a 50 year heritage**, IDP is a pioneer in international education services. Our** **core business lines include student placement to Australia, US, UK, Canada, Ireland 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 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.

This is a **Full time** role to be based at our office in** Brisbane.**

**RESPONSIBILITIES**

**Customer Service**
- 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
- 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**
- 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

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