IELTS Customer Service Officer

About this role

The role is for an IELTS Customer Service Officer within the IELTS Customer Care team in Lagos, supporting IELTS test candidates with registration, dates, procedures and policies. The officer serves as a primary contact for candidates, partners and stakeholders, handling inquiries via phone, email and online chat. The employer, IDP Education Nigeria, is part of a global student placement provider that supports study abroad programs and maintains the integrity of IELTS testing services. The position focuses on delivering accurate, empathetic assistance, addressing issues, and maintaining up-to-date records and processes. Training and collaboration with regional teams are emphasised to improve customer service and ensure compliance with policies and regulations.

What you would do

• Handle inbound and outbound communications from IELTS test candidates promptly and professionally.
• Provide information on registration, test dates, procedures and policies.
• Process enquiries via phone, email and online chat.
• Coordinate test bookings and modifications and keep records in administration systems.
• Collaborate with regional teams to resolve complex issues and escalate when needed.
• Suggest improvements by reporting common concerns and bottlenecks.
• Maintain up-to-date knowledge of IELTS products, updates and service standards.
• Ensure compliance with organisational policies, industry standards and local regulations.
• Participate in training and development programs related to customer service and IELTS operations.

What they are asking for

• Bachelor’s degree in any related field.
• Experience in customer service, preferably in education or testing.
• Excellent verbal and written English communication skills.
• Strong organisational skills and attention to detail.
• Proficient in CRM systems and Microsoft Office.
• Ability to work in a multicultural team and adapt to changes.
• Problem-solving skills with a proactive approach to resolving issues.
• Understanding of IELTS or international education systems is desirable but not essential (training provided).
• Commitment to confidentiality and safeguarding candidate and partner privacy.

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