Contact Centre Agent - Quezon City, Pilipinas - MicroSourcing

Paglalarawan

Operational Performance
. Make warm and cool 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 sales, expos, events, lead generation, 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 relevant Local Counsellors to drive conversion
. Nurture existing leads through ongoing outbound calling campaign to maintain effective relationships between our customers and IDP. This includes calling nonengaged customers for re-engagement

Customer Service
. 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

Stakeholder Relations
. 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.

People
. 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

Process and Compliance
. 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.

Preferably with:

• 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