ielts Customer Service OfficerIDP Education Ltd

An ASX100 business part that is owned by Australian universities, IDP is a pioneer in international education services. Our core business lines include student placement to Australia, US, UK, Canada 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 will be responsible for manning the reception area, providing IELTS information, aftersales and excellent customer service to test takers. The role will provide extensive support to the Operations team by managing IELTS results release, resolving or escalating test taker concerns and handling post-test processes such as EORs, TRF requests and Transfers/Cancellations. This role will work closely with the Test Centre Administrator in accordance with IELTS regulations and IDP policies. Strict adherence to test security, administration requirements, supporting the team to meet its goals of efficiency, compliance and customer satisfaction forms an essential part of this job.
RESPONSIBILITIES
Customer Service
Ensure all test candidates receive exemplary customer experience at every contact point before, during and after sitting the IELTS test
Assisting with IELTS registrations for walk in customers
Support the Test Centre team in providing clear, comprehensive advice to general enquiries or ensure that more complex enquiries are forwarded to the correct person for a response
Manage customer enquiries and complaints at the front desk, and through telephone/ mobile phone and email
Responsible in assisting test takers applying for Additional TRF, Enquiry on Results or Test Date Transfers or Cancellations
Manage IELTS results release to test takers
Demonstrate desired behaviours to staff including customer service, handling difficult and/or complicated customers, compliance and risk awareness, and follow-up with customers
Monitor customer satisfaction
Other duties as requested
Quality and Compliance
Provide general administration support to IELTS staff
Collaborate with the team to provide effective and efficient administrative support
Ensure internal processes are managed following IELTS SOPs
Ensure adherence to all IELTS manuals and company policies and guidelines
Ability to work in a professional manner with stakeholders and in accordance with organisational values
Other duties as requested
Operations Management
Handle IELTS results release which includes sticking address labels, enveloping of TRF, printing AWBs and enveloping & sorting in packs for courier sending, or storing as needed
Ensure that all FD documents are filed in the correct folder and kept securely
Monitor IELTS results delivery and providing information to test takers
Assisting students of SP for IELTS queries, in Virtual Fairs, or other collaborative events
Other duties as requested
Client Management
Build and maintain a good working relationship with stakeholders both internal and external
Other duties as requested
Ad-hoc
Manage ordering of office supplies for IELTS and pantry needs for IDP Office.
Other duties as requested
WHAT WE'RE LOOKING FOR
Essential requirements (skills, knowledge experience & qualification(s)):
Problem Solving & Decision Quality: Able to solve problems with effective solutions
Relationship Management: Able to build constructive and effective relationships with test takers
Ability to plan, organise, prioritise and execute multiple tasks within set objectives in a timely and professional manner
Familiarity with customer service principles and practices
Demonstrates strong listening, written and oral communication skills
Availability to work on weekends if needed
Solid computer skills, including Microsoft Office
Desirable requirements:
Previous customer service experience is highly desirable
Equivalent industry experience
IDP Education Ltd

Manila City, Metro Manila
Permanent
Full-time