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Call Centre Agent at IDP Education, Lagos, Nigeria

The position forms an important part of the Digital Experience Support Team strategy, which provides IDP with a complete customer engagement experience through its omnichannel 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 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 lead management database.

Key accountabilities

Customer Service:

• Confidently, politely, and professionally make warm and “cold calls” to customers
• Use open and outcome-driven 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
• Go above and beyond to resolve customers’ enquiries where required to create positive IDP customer experiences

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.

Required experience

• Must be fluent in English.
• Strong communication skills / local language (verbal and written) is essential.Minimum 2 year’ sales or customer service experience
• Experience in managing enquiries from online chat and social media platform.
• Ability to make warm and “cold calls” confidently and professionally 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
• 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.