IELTS Customer Support Officer

Date Posted: Posted21 days ago
Melbourne VIC

Job Description

An ASX100 business part that is owned by Australian universities, IDP is a pioneer in international education services. Our core business lines include student placement to Australia, US, UK, Canada and New Zealand institutions, English-language testing and training.

We are a proud co-owner of IELTS, the world’s most popular high-stakes English language test which helps people to achieve their work, study and migration aspirations. We deliver the English test that is trusted by more governments, universities and organisations than any other. We also operate English language teaching schools in South East Asia.

We are innovators, driven by the needs of our customers and deep data insights. Our 5,000 team members based around the world understand that our services change lives – not only of our customers, but their wider communities.

By combining empathy and professional expertise with digital excellence, we create launch pads for our customers to achieve global success.


The IELTS Customer Support officer provides answers to test taker's enquiries which exceed their expectations. The role also helps with providing operational support for a suite of IELTS preparation products and assist our IELTS Test Centre network throughout the Australasian region.

This is a Casual role.


Customer Support

  • Ensure all test test-takers receive exemplary customer service by going above and beyond to resolve a test-takers’ enquiry
  • Provide clear, comprehensive information and advice to general enquiries
  • Be prompt at identifying test-takers’ problems for which a solution can be offered by IDP’s services and products
  • Actively promote IELTS services and support test preparation products offered by IDP.
  • Where appropriate, refer potential student placement leads to relevant teams
  • Demonstrate empathy when dealing with difficult and/or complicated customers who are anxious, angry or upset with the ability to de-escalate the situation
  • Have knowledge of when to escalate an enquiry to a senior team member or to the Team Leader

Test Center Support

  • Provide prompt support to Test Centres and all other internal stakeholders when managing emails, online chat and other enquiries
  • Keep relevant Test Centres informed of any issues/concerns relevant to their operations
  • Follow through with Test Centres on enquiries where required
  • Communicate with internal and external stakeholders in an efficient and professional manner

Process and Compliance

  • Ensure that all interactions with test takers are recorded on CRM in a timely and accurate manner following the guidelines
  • Ensure relevant work processes are followed through
  • Ensure the collection and usage of test taker/personal information is in compliance with Australia Privacy Law.

Operational Support

  • Assist with the moderation of IELTS Webinars
  • Assist with administration of IELTS support tools
  • Provide all other operational support as required

Building Collaborative Relationships

  • 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.
  • Demonstrate commitment to IDP’s values and quality and compliance standards in everyday workplace operations


  • Experience in customer service or in a customer-facing role
  • Experience in Australia or in the International Education Industry
  • Demonstrated verbal and written skills
  • A personal experience or a good understanding of immigration requirements or visa pathways
  • Time Management skills and an eye for detail
  • Good computer skills including MS Word, Excel, PowerPoint as well as Outlook and Internet skills


IDP Education’s 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.

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