Customer Services Assistant (Contact Centre)

Job level Middle
Work exp Minimum 2 Years
Education Bachelor Degree
Skill Telemarketing, Customer handling
Language Chinese - Mandarin, English
Employment type Full Time
Benefits 13-month pay, Dental plan, Discretionary bonus, Medical plan, Paid overtime
Industry Education / Training
Job function Catering / Hospitality > Customer Service / Ambassador
Sales / Business Development / Customer Service > Account Servicing
Sales / Business Development / Customer Service > Telemarketing / Call Centre
Published On 20/03/2020

The position aims to provide a complete customer engagement experience to potential and existing customers through telephone calls, online chat and social channels to support conversion to our Student Placement Education Consultants.

With a strong focus on providing a customer experience, you 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.

Key responsibilities:

  • Confidently, politely and professionally make warm and “cold calls” to prospective customer leads to qualify opportunities for the student placement education consultants;
  • Contact new and existing customers in alignment to IDP campaigns, events, lead generation, appointment setting and general customer service tasks;
  • Respond to online chat answering questions regarding study, IELTS and related services;
  • Monitor and respond to social channels answering queries IDP and its services;
  • Nurture existing leads through ongoing outbound calling campaign to maintain effective relationships between our customers and IDP;
  • Maintain the accuracy of IDP’s CRM including updating all customer details where possible
  • 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.


  • A relevant Degree holder
  • Strong communication skills (verbal and written)
  • 1 to 2 years’ sales or customer service experience
  • 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, effectively deal with objections
  • Excellent listening skills to actively listen to customers and interpret their needs
  • Be comfortable working with people from different cultural backgrounds
  • Proficiency in Mandarin desirable
  • Candidates with more experiences will be considered for the position of "Customer Services Officer"

A competitive salary commensurate with qualifications and experience will be offered.

Application: A detailed C.V. stating current and expected salary with covering letter.

Closing date for application: Monday 30 March 2020