Job Description

About Us:

EMPLOYEE BENEFITS

• Employees can get up to 21 days of Annual and Medical Leave.
• Employees are covered for inpatient and outpatient (hospitalisation) medical benefits.
• Group Personal Accident (GPA) Insurance Coverage for employees.
• Employees may claim for Dental/ Eye Care/Domestic Leave Passage/Maternity Medical, Childcare Fees/Gym Membership/Professional Membership etc, annually under E-Choice Scheme.
• Employees entitled to Birthday Leave.
• Yearly awards and staff appreciation event.
• Service recognition awards for employees.
• Additional 2% EPF contribution for employees from employer.
• Private Retirement Scheme (PRS) contribution available for employees.

About Us:

IDP Education is a global leader in the international education industry which operates a number of related business lines including; international student placement; English language testing; and English language Training. We are a rapidly growing global organization with ambitious future expansion plans.

IDP Education is a publicly listed company in Australia. Education Australia, a company representing 38 prestigious Australian Universities, owns 50% of the shares in the business with the remaining 50% held by public investors.

Business Structure

The Global Leadership Team comprises our Chief Strategy Officer, Chief Financial Officer, General Manager People and Culture and our five Regional Directors, who are responsible for managing the complete operations within geographic areas.

Each Regional Director is responsible for the management of the P&L performance of the region, the management of the offshore network of country offices that are involved in Student Placement, Testing and English Language Training, as well as delivering outstanding service to our students, candidates, clients and partners.

Student Placement

We are a world leader in assisting international students find the right overseas study option for them, with a global network of more than 80 student placement centers in over 30 countries. IDP has placed more than 400,000 international students over the past 45 years.

Our experienced education counsellors are well-trained to support and provide professional guidance to international students. At IDP Education, students come first and we are committed to helping students choose the right course and achieve their desired study outcomes.

IELTS

IELTS is the International English Language Testing System and is jointly owned by British Council, IDP: IELTS Australia and Cambridge English Language Assessment. IELTS is the world\xe2\x80\x99s most popular high stakes English language test, accepted for study, work and migration; with more than 2.5 million tests taken across 140 countries in the last 12 months. IDP has more than 400 test locations in over 50 countries.

Over 9,000 organizations, such as universities, employers, immigration authorities and professional registration bodies in 135 countries, recognize IELTS scores and rely on IELTS for education, immigration and professional purposes.

English Language Teaching

IDP Education has been involved in English language teaching since 1988. Today it runs English language schools in Thailand and Cambodia, and partners with UTS: INSEARCH in the Australian Centre for Education and Training (ACET) in Vietnam.

Our People

IDP Education\xe2\x80\x99s ongoing success comes from our highly committed and caring employees around the globe. We encourage teamwork in order to leverage our people\'s diverse talents and expertise through effective collaboration and cooperation throughout our business.

We strive to provide a working environment where people are encouraged to excel, be creative and seek new ways to solve problems, take initiative, generate opportunities and be accountable for their actions.

We believe in developing dynamic, inclusive work places that encourage and celebrate cultural differences and views, and provide opportunities for personal, professional and career development all around the world. We respect diversity in our people: their ideas, work styles and perspectives as well as offering flexibility to ensure employees enjoy a satisfying balance of work and personal life.

Responsibilities:

The Visa and SES Officer role will be promoting revenue generating products, but also identifying and differentiating products to drive IDP brand awareness and revenue further. Ultimately, the role is essential in solving students\xe2\x80\x99 problems to make it easier for them to arrive and thrive in their respective education destinations. Student Essential Services comprise of Overseas Student Health Cover (OSHC), Money Transfer, Student Banking, Accommodation, Guardianship & Welfare Services and Sim Card.

This role will also support counsellors in the smooth and efficient processing of Visa applications via CRM system and immigration portals. The role will assist counsellors with document collection, screening of Genuine Temporary Entrance (GTE) supporting documents, student visa renewals, making biometrics and medical check-up appointments.

This role requires one to provide excellent counselling services to students and establish a good relationship with stakeholders to ensure smooth conversion and successful visa grants. The role will also be involved in events, exhibitions, and promotions of IDP and its affiliates/ clients.

Based in Subang Jaya, the role will be initially to support Subang Jaya ANZ team and later incorporate KL team.

Customer service / Business acumen

• Provide information and advice to prospective students and their families regarding SES products and student visa process.
• Attend to student face-to-face, phone, WhatsApp, and email enquiries in a timely and professional manner.
• Follow through on student enquiries, request or complaints and provide information and assistance as required, including obtaining refunds.
• Follow up with SES leads, Applied and Finalised students to maximise SES conversion and Visa Success.
• Manage student files through scanned folders in respective server and CRM system.
• Correct data entry of student details and submit student visa applications within timeframe and before deadlines.
• Ensure all visa related documentation are in order and correct based on immigration rules and regulations.
• Close monitoring and tracking of student visa status and provide prompt guidance to students.
• Follow standard CRM sales process to record and update all student interactions and applications.
• Continually enhance knowledge through trainings, workshops, briefing sessions, visits, peer discussions, newsletters, and brochures
• Coordinating with Country SES Lead to be aware of key updates and provide feedback on opportunities and challenges relating to SES products and services.
• Coordinating with Destination Head to be aware of key updates and provide feedback on opportunities and challenges relating to any Australia and New Zealand immigration and student visa matters.
• Assist Destination Head and SES Lead on building content and resources to support SES Sales and Conversion
• Create, maintain, and update SES and Visa related materials and resources.
• Share knowledge and market information relating to SES and Visas with team members.
• Support Destination Head and SES Lead in coordinating sales-generating promotional activities as required by partners.
• Support Destination Head in the organisation of major promotional events such as interview sessions, exhibitions, and roadshows, relating to SES products and Visa Counselling.
• Participate in Co-Designs and COBP activities with the global & Regional SES team whenever required.
• Other task assigned by supervisor/line manager.

Quality of work

• Accuracy of information
• Ensure that the contact details of the clients are accurate and updated when there\xe2\x80\x99s changes.
• Keep informed of market and immigration regulation changes that may have an impact on the business.
• Good rapport and follow up with students.

Client satisfaction

• Develop a good rapport between students, SES partners and clients.
• To ensure a good conversion of students for SES partners and clients
• Maintain friendly & professional relationships with all stakeholders including students, parents, SES partners, Institutions, and Immigration Departments

Technical & Professional Knowledge

• Competent knowledge of payment procedures and institutional services
• Competent knowledge of migration rules & regulations
• Possess relevant computer skills.
• Take ownership of problem and seek timely solutions.

Global Participation

• Drive and guide the offices participation in and execution of global improvement projects where applicable.

Service Standards

• Provide inputs and take necessary actions to the ongoing development and maintenance of service and client management performance standards and benchmarks for the office.

Organisation & Planning

• Provide respective application data & statistics to management.

Communication

• Proactively provide timely feedback and advice to the Supervisor on the management of issues arising from competitor activities, changing business environments, change in student visa policies etc

Requirements:

• Bachelor\xe2\x80\x99s or equivalent degree
• Industry knowledge preferred. Preferably working in international education sector, having prior experience in assisting students with Australia and New Zealand visas
• Strong advantage to those with experience relating to sale and business development of SES products.
• Demonstrated passion for customer advocacy.
• Achievement Orientated
• Have an analytical mind with attention to detail coupled with creative and critical thinking skills.
• Highly organised, able to manage competing priorities and identify strategic and critical issues.
• High level of problem solving and negotiation skills
• Good computer skills including MS Word, Excel, PowerPoint as well as Outlook and Internet skills.
• Experience in working with Customer Relationship Management systems will be desirable.
• A strong, ethical professional who acts with integrity and in the best interests of the business.
• Respects diversity in employees
• Demonstrated ability to work in a team.
• Good written and verbal English skills
• Demonstrated ability to communicate effectively.

Background/reference check is mandatory for IDP upon shortlisted.

IDP Education