IDP Education Ltd
Call Centre Agent Jobs In Dubai UAE | IDP Education Ltd Jobs 2022
Hiring is pleased to announce the Call Centre Agent in a well-reputed firm named IDP Education Ltd. Candidates with the required Skills and Knowledge have given below are Encouraged to Apply for the Positions.
Call Centre Agent Jobs In Dubai UAE | IDP Education Ltd Jobs 2022 Details:
- Position: Call Centre Agent
- Company Name: IDP Education Ltd
- Location: Dubai, UAE
RESPONSIBILITIES
Operational Performance
- Make outbound calls to prospective customer leads to qualify opportunities for the student placement counselors.
Follow up with web inquiries & qualify as Hot/Warm web Leads
- Contact new and existing customers in alignment with 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.
Follow up with existing leads across multiple stages to support counselors drive conversions
- 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 operations helping counselors to drive conversion
- Nurture existing leads through ongoing outbound calling campaigns to maintain effective relationships between our customers and IDP. This includes calling non-engaged 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 inquiries in a highly professional, efficient, and friendly manner
- Be prompt at identifying customers’ problems 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’ inquiries were required to create positive IDP customer experiences.
- Ensure consistent high-quality services are offered to all customers.
- Escalate customer inquiries where required to appropriate leadership/department for prompt resolution
Stakeholder Relations
- Provide prompt support to internal stakeholders (value-added services fulfillment team, counselors and office managers) in managing telephone, online chat and social media inquiries and filtering/nurturing a pipeline of potential customers
- Keep relevant stakeholders informed of work agenda, progress and issues.
- Follow through with potential customers and internal stakeholders on inquiries 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
WHAT WE’RE LOOKING FOR
Essential requirements:
- Must be fluent in English
- Strong communication skills / local language (verbal and written) is essential
- Minimum 1 year’ sales or customer service experience
- Proved sales experience preferred
- Experience in managing enquiries from online chat and social media platforms
- Ability to confidently and professionally make warm and “cold calls” to customer
- Ability to build rapport quickly with customers over the phone
- Excellent listening skills to actively listen to customers and interpret their needs
- Effectively deal with objections
- Deal with customers that may be angry about receiving unsolicited calls
- Demonstrated ability to work effectively in a team environment
- Demonstrated organizational and time management skills, with the ability to prioritize
- An ability to service and work with people from different cultural backgrounds
- Results driven with a ‘can do’ attitude
- Intermediate level of computer literacy – MS Office – Word, Excel and email
- Strong typing/data entry skills
- Ability to multi-task and retain information
- Ability to handle pressure
Desirable Requirements:
- 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