"I embarked on my journey with IDP on November 14, 2022, marking the beginning of what has been an enriching and transformative experience. Stepping into the Dubai office, I vividly remember taking that first step with my right foot, symbolizing the commencement of my professional adventure with IDP. Fast forward to today - I'm thrilled to share that I've now completed a little more than a year with this esteemed organisation. Despite the relatively short time frame, it feels like I have been part of this incredible team for much longer. The warm welcome I received from everyone made me feel right at home, and the supportive environment ensured a seamless integration into the IDP family in no time. 

In the realm of education, where the right assistance is paramount, IDP Education stands out as a global leader for over five decades now. It is a one-stop-shop for everything a student needs to study abroad. What I find truly inspiring is how IDP serves as the guiding wing for our customers' study abroad dreams. The organization's unbiased, personalized, and 100% free assistance is not only fascinating but also a testament to its dedication to helping students fulfil their dreams of studying abroad. 

What I love most about my role as a Call Centre Team Leader is the opportunity to be the first touchpoint for our students. Managing a team that serves as the initial contact for our students, I find immense satisfaction in ensuring our communication instills confidence in them, affirming that they have made the right choice with IDP. 

My leadership journey at IDP has been a rewarding and dynamic experience. My responsibility as a leader is to support my team, help them learn and grow, and cultivate a customer-centric mindset, making them not just customer service representatives but customer enthusiasts. It is this dedication to providing exceptional service that I find truly rewarding in my role. 

At IDP Dubai, we have implemented a strategy to ensure prompt responses to student enquiries and maintaining trust from the moment they express interest in IDP’s services. We aim to contact them within 15 minutes of their expression of interest, showcasing our commitment to their queries and booking their appointment within the next 1-3 days. From the point of initial interest registration to the commencement of their journey, our team provides outstanding support and addresses all inquiries via various channels such as telephone, web chats, WhatsApp, and email. This initiative not only improved our responsiveness but also positively impacted customer satisfaction. 

Marking my first-year completion with IDP and FY23, our team were identified as winners of two Marketing Magic awards in FY23 for "Best Customer-Led Content Experience" and "Exceptional Contact Center Qualification" within MENA, EU & CIS region! These moments represent the collective success of the incredible teams I have had the privilege to work with and the vision of our country leadership. 

What captivates me most about IDP is its dynamic and inclusive culture, which not only fosters collaboration and innovation but also underscores the organization's unwavering commitment to diversity and employee well-being. This commitment creates a positive work environment where every individual's contributions are not only valued but also rewarded. 

This inclusive culture and supportive environment at IDP have enabled me to express my authentic self, fostering a sense of belonging within the team. Therefore, bringing my whole self to work has been a natural and encouraging experience at IDP. Moreover, stepping into an office where IDP's values are not just ink on paper but a living, breathing reality is a profound experience. The environment created, where diverse voices aren’t merely heard but celebrated, and an inclusive culture prevails, has been transformative. It is not just a workplace; it is a safe space where I can authentically bring my whole self to work each day. 

Each morning, it's not the robust aroma of coffee that jolts me awake; it is a profound realization. As I open my eyes, along with me, billions of others are also starting their day. Among them, at least a million harbor the dream of studying abroad. While many may dismiss the thought of it, there's a solemn thousand who consider pursuing their study abroad journey seriously, and surely, a hundred have discovered IDP and embarked on the journey to make their dreams a reality. And then it's a call to action for us to join hands and work with them. 

In the realm of customer service, IDP has been a beacon of empowerment for both my professional and personal growth. IDP's investment in my professional development, coupled with its encouragement of having a customer-centric mindset and approach, has not only shaped my career but has also contributed significantly to my personal growth. It's more than a job; it is a journey of continuous learning and personal enrichment that IDP has facilitated for me in the realm of customer service. 

Professionally, the organization has provided me with a dynamic platform to hone my skills and excel in delivering exceptional service to our students. Through continuous training programs and exposure to diverse projects, IDP has empowered me to evolve as a leader in the customer service domain.    On a personal level, the emphasis on empathy and customer-centricity at IDP has not only enhanced my interpersonal skills but has also instilled a profound sense of fulfilment. Through exposure to diverse projects and training programs, I have gained valuable insights into team management, decision-making, and fostering a positive work environment. IDP's commitment to professional development has empowered me to refine my managerial skills and become an effective leader in guiding my team towards success. 

Reflecting on my journey at IDP, it is noteworthy that the organization's commitment to care extends not only to our external stakeholders, such as students and clients but equally to all IDP team members. This internal focus on care creates a workplace environment where employees feel valued, supported, and recognized. IDP always places a premium on employee well-being, ensuring that the internal team’s experience is at the same level of care and support that we extend to our external partners. This has a direct impact on the overall work atmosphere, fostering a sense of belonging and motivation among the team. Also, this not only enhances job satisfaction but also contributes to the overall success of the organization by fostering a positive and collaborative internal community. 

The supportive environment at IDP has allowed me to experiment with new approaches, encouraging innovation within the team. Guiding and inspiring my team became not just a duty but a gratifying experience. Through my leadership responsibilities, initiatives, or projects, I learned invaluable lessons that transcended the boundaries of the workplace. It is immensely gratifying to see the team evolve and contribute to the overall success of IDP. The leadership experiences here have not only shaped my professional journey but have also been instrumental in my personal growth. 

Even in my wildest dreams seven years ago, I would have never imagined that the person who once served as my counselor at IDP would now be my manager. It's surreal to think that the room where I received guidance during counselling sessions has become my everyday workspace. Seven years ago, I reached out to IDP for an inquiry, and today I find myself leading that very department I inquired about. 

The growth opportunities provided to every individual at IDP are truly remarkable. From being a student to an employee now, I have never once doubted my decision. The seamless transition from seeking assistance to contributing as part of the IDP team is a testament to the growth, support, and opportunities that define the IDP experience. It's a journey where each step feels purposeful, and I am grateful for the continuous evolution and development that IDP has provided me over these seven remarkable years (as a student and as an employee).  

At IDP, we pride ourselves on delivering creative solutions to our customers' problems, ensuring their needs are met with innovation and excellence. What sets us apart is our unbiased and free assistance, extending our commitment even to future aspirants. Our approach is not just about addressing current concerns but is forward-looking. For future aspirants, we proactively undertake initiatives to empower and guide them, ensuring they are well-prepared and informed for their journey ahead. This inclusive and supportive approach reflects our dedication to making a positive impact on every individual we assist, thereby fostering trust and credibility in our services. 

Success, to me, is not merely achieving individual goals or personal achievements but is deeply intertwined with the fulfilment derived from assisting and making a difference in the lives of our students and aspirants. It's about making a positive impact on others' lives, providing support, and contributing to their well-being. Success, to me, is when a student, sitting in the airport about to embark on her/his study abroad journey, remembers us and calls just to say thanks. It's the moment they remembered how we supported and motivated them in pursuing their international education dreams. That, for me, my team and for IDP, is the real success. Witnessing a student's dream of studying abroad materialize is the true measure of success. 

Fun facts: 

On a more adventurous note, my attempts at cooking often resemble a creative interpretation of culinary arts, and my friends are the brave taste-testers who surprisingly come back for more. I've got a passion for dancing that I unleash whenever the mood strikes. As for singing, let's just say my voice has its own unique charm. Despite these 'talents,' I find joy in every off-keynote and two-left-feet move, embracing the fun side of life!" - Irfan Shaikh, Call Centre Team Leader in Dubai, UAE