The position forms an important part of the Digital Experience Support Team strategy which provides IDP a complete customer engagement experience through its omni-channel contact centre (outbound calls, online chat, social, inbound and others). The key focus of the role is to engage with potential and existing customers through telephone calls, online chat and social channels in order to identify genuine sales leads for delivery to, and conversion by, our local Student Placement Counsellors.

In addition to this there is a strong focus on providing a high quality customer experience while proactively offering and selling additional Value Added Services. This position must provide excellent sales and customer service to prospective customers via all channels operated within the contact centre, whilst building and maintaining the leads management database.

• Make outbound calls to prospective customer leads to qualify opportunities for the student placement counsellors. The customer leads are based in South East Asia countries including Thailand, Cambodia, Philippines, Singapore and Vietnam.
• Contact new and existing customers in alignment to IDP campaigns. These can include leads generated through IDP website, sales, expos, events, 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.
• Assist in guiding customers' interest in IDP's services and products by offering/securing appointments with relevant team members for further consultation.
• 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 customer.

• Bachelor's Degree in any related filed.
• Strong communication skills in Thai and English (verbal and written) are essential. Knowledge of other ASEAN languages (i.e. Vietnamese, Tagalog, Bahasa, Khmer, Tagalog and Vietnamese) an avantage.
• Minimum 2 years' contact centre, sales or customer service experience, preferably in a multi-national/cultural organisations.
• Experience in managing enquiries from online chat and social media platforms.
• Ability to confidently and professionally make warm and cold calls to customers.
• Excellent listening skills to actively listen to customers and interpret their needs.
• Demonstrated ability to work effectively in a team environment.
• Demonstrated organisational and time management skills, with the ability to prioritise.
• An ability to service and work with people from different cultural backgrounds.
• Results driven with a "can do" attitude and able to work under pressure.
• Intermediate level of computer literacy - MS Office - Word, Excel and email.