Language Testing & Customer Service Officer

Overview:

• Join one of Melbourne’s leading university organisations 

• Salary package of $71,280 + 11.5% Super

• Full time, 1-year fixed term contract

• Work in a brand-new office building in Melbourne’s CBD – located on Franklin Street

• We also offer benefits such as salary packaging, discounted university courses, discounts to some of Australia’s leading retailers, purchased leave, discounts on RMIT childcare services, gym membership and an Employee Assistance Program (EAP) 

About RMIT UP 

A subsidiary of RMIT University, RMIT University Pathways (or UP for short!) provides pre-tertiary English and Foundation Studies pathway programs designed for international students seeking admission into RMIT University. RMIT UP also offers IELTS and PTE Academic Testing within our state-of-the-art and purpose-built Testing Centre.  

The Language Testing & Customer Service Team are responsible for the test delivery and administration of the IELTS and PTE Academic tests. This includes the accurate and timely completion of all test administration, maintaining test security and regulations set out by testing partners, responding to and accurately processing enquiries, and providing exceptional front-line customer service. 

Your new role 

We’re seeking a motivated and dynamic individual to join our Language Testing & Customer Service Team as a Language Testing & Customer Service Officer (Full time role for 1 year).

Reporting to the Senior Operations Manager – Language Testing, you’ll play an active role in delivering high quality and timely client focused service to all RMIT UP’s internal and external clients through a variety of means.

The role is also responsible for the reliable and efficient administration of the PTE Academic and IELTS testing programs.

Your roles and responsibilities will include (but aren’t limited to):  

• Deliver comprehensive and high-quality responses to all forms of internal and external client contact.

• Provide accurate and timely responses to and communication with prospective, current and past students and test candidates.

• Utilise opportunities for promoting courses, cross-selling and upselling to maximise sales.

• Ensure accurate data collection and data entry to support enquiry, enrolment and marketing activities.

• Ensure timely administration and accurate processing of course enrolments, payments, refunds and results.

• Create and maintain process and procedure documentation.

• Ensure strict compliance with all policies, procedures and operations manuals as set out by Pearson VUE, Cambridge ESOL, IELTS Australia and RMIT UP.

• Ensure the security of test materials and that any security breaches are documented, and the Language Testing and Customer Service Manager is notified.

• Contribute to the achievement of KPIs including service levels and income targets.

About You  

To be successful in this position you will have:  

• Proven success in customer service roles within professional services or commercial environments and previous experience of delivering a highly client-focused service

• Strong interpersonal skills, includi