Call Center Agent – Customer Engagement & Sales

About the role

The Digital Experience Support Team at IDP is looking for a Call Center Agent to deliver an omni‑channel customer engagement experience. You will interact with prospective and existing students through phone calls, online chat and social media, generating qualified sales leads for our Student Placement Counsellors while promoting value‑added services.

Key responsibilities

• Handle inbound and outbound telephone calls, live chat and social media enquiries from potential students.
• Filter, nurture and forward qualified leads to internal counsellors and value‑added services teams.
• Maintain accurate records of all interactions in the CRM system in a timely manner.
• Provide prompt support to internal stakeholders such as counsellors, office managers and fulfilment teams.
• Ensure compliance with local data‑privacy regulations when collecting and using student information.
• Contribute to continuous improvement of processes and workflows.

Required profile

• Strong verbal communication skills and a customer‑first attitude.
• Ability to work collaboratively with internal and external stakeholders.
• Commitment to IDP’s values, quality standards and compliance requirements.
• Proactive, organized and able to manage a pipeline of enquiries.

Required skills

• Proficiency with a Customer Relationship Management (CRM) platform.