All Graduates is a language services agency, specializing in content translation, professional interpreting, and multilingual, multi-channel messaging.


  • Primarily answering and processing of inbound calls

  • Taking bookings by telephone, fax, email and checking the arrival of online bookings

  • Entering booking details onto database

  • Confirmation of bookings with the clients customers (outbound)

  • Dealing with general enquires received from our personnel

  • Allocating bookings

  • Escalating customer issues or any internal issues to management to ensure that these issues are actioned right away

  • Report performance issues to the team leader

  • Notify client booking changes or cancellations to personnel

  • Comply with and make recommendations for improvement to procedures relevant to this position

  • Handling back office / administration tasks assigned by the team leader

  • Monitoring and accomplishing individual targets against key criteria and set standards

  • Protecting the business by adhering to the policies and procedures of the program and of the company

  • Can work with minimal supervision

  • Flexible to shifting schedule (Business hours and After Hours)

  • Performing other tasks assigned by the supervisor/manager

  • Participating in team activities such as team huddles, up-training, etc.

  • Handling all requests with due skill and care

  • Demonstrating strong verbal and written communication skills, including appropriate grammar and punctuation.


  • Ability to use the desktop computer system – intermediate level

  • Good understanding of basic internet usage

  • Good understanding of the telephone system

  • With excellent English communication, listening and organizational skills.

  • Strong customer service/back office skills

  • Good problem solving skills

  • Minimum typing speed of 35 words per minute

  • Accuracy and speed at entering data will be important

  • Ability to understand customers speaking with Australian accent and jargons

  • Ability to multi-task (Listening/Talking while typing/navigating and vice versa; or work on several tasks at the same time)

  • Analytical and can easily grasp updates/changes in policies and procedures and able to retain all the changes and updates

  • Team player and self- motivated

  • Familiar with Australian geography and culture is preferred but not required

  • Customer orientation and ability to adapt/respond to different types of personalities

  • Ability to sit for extended periods of time

  • Ability to think clearly especially in adverse situations

  • Ability to coordinate and communicate effectively

  • A CSAT champion/top performer.

  • Able to solve problems and work under minimal supervision.

  • Adept in learning new workflows and tasks.

  • Flexible to shifting schedule including but not limited to weekend shifts, night shift, working on holidays, etc.

  • With a minimum of one year customer service experience in the BPO industry.

  • With a minimum of one year of back-end admin processing experience (data entry/email).

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