Discover your 100% YOU with MicroSourcing!
Position: IELTS Customer Support Officer Work setup & Shift: Hybrid | Day Shift Site: 1880, Eastwood, Libis, Quezon City Youu0027ll have:
- Competitive Rewards: Enjoy above-market compensation, healthcare coverage on day one, plus one or more dependents, paid time-off with cash conversion, group life insurance, and performance bonuses
- A Collaborative Spirit: Contribute to a positive and engaging work environment by participating in company-sponsored events and activities.
- Work-Life Harmony: Enjoy the balance between work and life that suits you with flexible work arrangements.
- Career Growth: Take advantage of opportunities for continuous learning and career advancement.
- Inclusive Teamwork: Be part of a team that celebrates diversity and fosters an inclusive culture.
Your Purpose: You answer test taker enquiries which exceed their expectation. You also take a leading role in
the team and provide guidance to other team members. Our Regional Management Team and IELTS Test Centres feel supported by you.
Position Description ..Key Performance Measures :- Average Response Time
- Customer Satisfaction
- Promotion of IELTS Products and Services
- Level of Customer Engagement
- Level of leadership and operational support
You work closely with:- IELTS Test Takers
- IELTS Customer Support Team
- IELTS Operations Manager
- Australasian Test Centre Team
- Regional Management Team
Flexible work requirements :- The IELTS Customer Support team has extended service hours. This means that you work according to rostered shifts, set in consultation with you.
- IDP values your work-life balance. Flexible work arrangements (including work-from-home) may be available. But generally, you work from our energetic regional office
..Your individual KPI's are set at the start of each financial year in consultation with you
Position Description Our people are passionate about supporting our customers to achieve their goals and aspirations.
Your Responsibility: You Will:Customer Support - Ensure all test test-takers receive exemplary customer service by going above and beyond to resolve a test-takers enquiry
- Provide clear, comprehensive information and advice to general enquiries . Be prompt at identifying test-takers problems for which a solution can be offered by IDP's services and products
- Actively promote IELTS services and support test preparation products offered by IDP Where appropriate, refer potential student placement leads to relevant teams
- Demonstrate empathy when dealing with difficult and/or complicated customers who are anxious, angry or upset with the ability to de-escalate the situation
- First-level support for escalated enquiries
Test Centre Support - Provide prompt support to Test Centres and all other internal stakeholders when managing emails, online chat and other enquiries
- Keep Test Centres informed of any issues/concerns relevant to their operations . Follow through with Test Centres on enquiries where required . Communicate with internal and external stakeholders in an efficient and professional manner
Operational support- Assist with the management, administration and coordination of IELTS Webinars and IELTS support tools
- Provide administrative and leadership support to the IELTS Operations Manager, Regional Management team and IDP IELTS Test Centres if and when needed (for example with rosters, reporting and quality assurance)
- Provide all other operational support as required
Process & Compliance - Ensure that all interactions with test takers are recorded on CRM in a timely and accurate manner following the guidelines
- Ensure relevant work processes are followed through
- Assist in review and improvement of the established process to ensure it remains efficient and relevant
- Make sure the collection and usage of test taker/personal information is in compliance with Australia Privacy Law
People - Provide training and guidance to other IELTS Customer Support team members
- 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
- Demonstrate commitment to IDP's values and quality and compliance standards in everyday workplace operations
How you do it:
You are great at - Experience: you understand IELTS, preferably within a contact centre setting
- Communication: you have strong verbal and written skills
- Connection: you know how to quickly build rapport with our customers
- Showing empathy: you understand how to deal with customers who are anxious, upset or angry
- Cultural awareness: you value people from different cultural backgrounds
- Team work : you can work effectively in a team environment, but also know how to work independently
- IT knowledge: you have a good level of computer literacy (e.g. MS Office)
How you can go above and beyond! You are great at - You actively offer customer IELTS support products and services
- Recommending Student Placement services where appropriate
- Contributing to the wider Australasian team through involvement with committees, events, or by supporting your colleagues in other teams.
About MicroSourcing With over 9,000 professionals across 13 delivery centers, MicroSourcing is the pioneer and largest offshore provider of managed services in the Philippines.
Our commitment to 100% YOU
MicroSourcing firmly believes that our companyu0027s strength lies in our peopleu0027s diversity and talent. We are proud to foster an inclusive culture that embraces individuals of all races, genders, ethnicities, abilities, and backgrounds. We provide space for everyone, embracing different perspectives, and making room for opportunities for each individual to thrive.
At MicroSourcing, equality is not merely a slogan - itu0027s our commitment. Our way of life. Here, we donu0027t just accept your unique authentic self - we celebrate it, valuing every individualu0027s contribution to our collective success and growth. Join us in celebrating YOU and your 100%!
For more information, visit https://www.microsourcing.com/
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