IELTS Customer Service Officer

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KEY RESPONSIBILITIES:
Respond to customer enquiries through various channels, including walk-ins, telephone, email, and other digital platforms, in a timely, accurate, friendly, and professional manner.
Provide guidance and support to IELTS test takers throughout the registration process and handle related requests in accordance with established procedures.
Handle other test-related requests from test takers when needed.
Identify opportunities to cross-sell relevant IDP products and services where appropriate.
Process all and handle relevant first level feedback and comments in a timely and professional manner.
Process other relevant administrative procedures (payment confirmation, test fee refund, additional results, etc.).
Ensure IELTS information materials, brochures, and customer-facing resources are accurate, updated, and readily available.
Ensure compliance with IELTS policies, operational procedures, data protection requirements, and IDP service standards.
Maintain accurate customer records and documentation while ensuring confidentiality and data security.
Support other back-office tasks when needed
Assistance in other matters pertaining to IELTS and other examinations administration.