Customer Service Officer

About IDP

IDP is the global leader in international education services, delivering global success to students, test takers and our partners, through trusted human relationships, digital technology and customer research. An Australian-listed company, we operate in more than 50 countries around the world.

Our team is comprised of over 7,000 people of various nationalities, ages and cultural backgrounds. Proudly customer-first, our expert people are powered by global technology. Together, we offer unmatched services, helping local dreams become realities, all over the world.

Learn more at www.careers.idp.com

Role purpose

The Customer Service Officer is responsible for providing comprehensive reception and customer support, including managing enquiries, student registrations, and handling administrative tasks. This role also includes supporting office facilities management, IT service coordination, and assisting with general office operations and maintenance. The Officer ensures efficient office management, excellent customer service, and smooth IT operations, while contributing to staff engagement and wellness activities as well as ad-hoc projects.

Key accountabilities

Reception & Customer Support (60%):

• Manning of Reception area and attend to all enquiries.
• Registration of walk-in students and assigning the students to the respective counsellors.
• Create new and updating of student entries in CRM system (SAP Cloud4Customer).
• Assisting with IELTS registrations and issuing receipts for IELTS fees collected.
• Tally of daily cash and nets collection and issuing receipts for monies collected.
• To handle all email communications for the organisation and timely assignment of emails to respective parties.
• Ensure tidiness and cleanliness of reception and customer touchpoints.
• Inventory management for office supplies
• Handle travel documentation for overseas visitors

Office Facilities Support and Administration (20%):

• Provide general administration support to the Regional and Singapore office
• Collaborate with the Country Manager & Admin Team Lead to provide effective and efficient administrative support
• Review, manage and review all office and service/equipment contract/agreements under charge. Ensure Contractors meet Service Level Agreements.
• Ensure facilities are in good condition and take corrective actions if required. Report any hazards to management immediately
• Implement preventive maintenance program to ensure company facilities are well-cared for and adequate to support the company’s business operations
• Ensure office safety is in compliance with regulations set by the building management
• Respond to maintenance issues immediately upon notification
• Conduct training, drills and exercises in fire safety and ensure that fire safety requirements set by SCDF are fulfilled
• Coordinate office activities and operations to secure efficiency and compliance to company policies.
• Sourcing for and liaising with suppliers and vendors for items such as print materials and corporate gifts
• Invoice and PO submissions through Concur/Ariba
• Updating both internal and external facing office notices and signages (basic)
• Mail sorting and processing
• Finance related form filing and signature collection
• Petty cash collections/ deposit/ reconciliation.
• Manage agendas/travel arrangements/appointments etc. for the upper management

IT Service Provider Coordination (10%):

• Responsible for project management of IT Setup and succeeding implementation region/country specific systems
• Responsible for network administration
• Provide 1st level of troubleshoot assistance
• Work with IDP Service Desk and Vendor to provide trouble-free IT support at site
• Ensure all equipment are in good working condition at site. Eg. Support of PCs, handheld systems, printers, telephone systems, access systems
• IT, network and infrastructure system for local teams
• Installation, support and maintenance of applications
• Ensure procurements and reconciliation follows procedures and timelines

Ad-Hoc (10%):

• Support with staff engagement and wellness activities and HR administrative work.
• Support with Special Projects eg. Office Move
• Work closely with internal and external stakeholders to develop and implement workplace safety and health management policies, operations processes and best practices to achieve high performance and service levels

Required experience

• Diploma/Professional Certificate in any field
• Experience in Microsoft products and desktop support
• Work experience in PC, laptop and handheld systems
• Experience in Microsoft Office, MS Outlook over MS Exchange
• Good understanding of workplace management skills
• Able to work either alone or part of a team
• Has strong communication and interpersonal skills with ability to interact with different level of stakeholders
• Able to work in a fast-changing business environment
• Has excellent organisation and project coordination skills