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Job vacancy

Sales and Support Officer (2 positions)

IDP Melbourne

About the role

The Sales and Support Officer is responsible for ensuring the smooth and efficient processing of applications to our clients via the Customer Relationship Management system or their corresponding online portal. The officer is also responsible for the preparation and submission of documentation and cross checking to ensure all applications are complete. 

The role is to provide assistance to the Education Counsellors with follow-up of leads and assisting with administrative duties as needed.

As a member of the IDP Melbourne team, this casual position requires a person who is energetic, friendly, self-motivated and organised. Key responsibilities of the role include:

Sales support

  • Follow up leads and contacts and maximise the number of student’s application submitted and finalised enrolment with IDP
  • Support IDP network students
  • Assist students to purchase Students Essentials products (SE). The aim is to reach the sales target every month/quarter 
  • Support the sales team and help build the reputation of the brand.Educate and guide students about all Student Essentials (SE) product offerings. Help them apply, purchase SE products and obtain refunds

Back office administration 

  • Manage student files through scanned folders in respective server
  • Correct data entry of student details and applications
  • Submit applications to institutions within timeframe
  • Perform matching sessions as per the requested institution and course
  • Check all documentation are in order and correct
  • Obtain offers and facilitate enrolments
  • Follow standard CRM sales process to record and update all student interactions and applications, follow through on students’ enquiries and applications
  • Continually enhance product knowledge base through client trainings, workshops, briefing sessions, visits and peer discussions and IELTS Customer Service Training
  • Keep informed of market and Department of Home Affairs regulation changes that may have an impact on the business

Customer service orientation 

  • Attend to student face-to-face, phone and email enquiries in a timely and professional manner
  • Follow through on student enquiries, requests or complaints and provide information and assistance as required.
  • Organise student excursions and cultural events when needed
  • Managing reception occasionally including responding to and redirecting queries where required
  • Assist and promote IDP IELTS test candidates with general information and test bookings 
  • Assist students with on-arrival issues and provide them with on-shore IDP Services

Interactions and team work  

  • Support event managers in the organisation of major promotional events such as Interview Sessions, twice-a-year exhibitions and IELTS Masterclass
  • Assist the promotion and student bookings of excursions and cultural events
  • Share knowledge and market information with team members who may find it useful
  • Provide input on marketing activities to promote IDP brand and services
  • Assist in identification of opportunities and threats in the market 

Building collaborative relationships 

  • Work with marketing staff and institution representatives in strategies for promoting institution
  • Build good working relationships with IDP network counsellors and marketing and admissions staff from institutions

Professional attribute

  • Display consistent high level of professionalism at work
  • Adhere to IDP process, policies and Code of Conduct


It's important that everyone in our team contributes through their unique set of talents, skills and experience which in the case of this particular role will include:

  • Completed bachelor’s degree or an equivalent amount of experience/education
  • Working experience in Australia or in the international education Industry
  • Fluent in English 
  • Demonstrated customer service orientation
  • Demonstrated ability to communicate effectively
  • Demonstrated ability to work in a team
  • High level of problem solving and negotiation skills
  • Good computer skills including MS Word, Excel, PowerPoint as well as Outlook and Internet skills
  • Experience with Customer Relationship Management systems
  • International education experience


  • Experience with Customer Relationship Management systems
  • International education experience
  • Understand needs and issues of on-shore international students
  • Achievement orientated

Register your interest here

About us

We’re a global leader in international education services, supporting people to achieve their dreams of studying abroad, learning English or demonstrating their English language skills through the IELTS test to achieve a study or migration goal. Our people are passionate about supporting our customers to achieve their goals and aspirations.

We hire talented people who enjoy meaningful work across the globe and who develop their careers across our student placement, English language testing and teaching businesses, as well the corporate roles that support them.

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