International Sales Advisor (Mandarin speaking)
The Role
We have an exciting opportunity for an International Sales Advisor to join us on a Fixed Term Contract ending 31st of December 2024. You will form an integral part of the International Sales team, delivering high quality customer service, working collaboratively with colleagues and students.The role includes contacting international students (email & phone calls) who have completed a booking with Unite Students, to verify some information about their account, and explain our policies; as well as supporting international agents referring students to us with bookings and all enquiry types.
Working Hours and Shift Pattern:
- Monday - Sunday
- 5-day working week, including weekend work and Bank Holidays
- 7.5 hours a day between 5am - 8pm
- 37.5 hours a week
The core hours and shift patterns associated with your role will normally be worked between 5am and 8pm Sunday to Saturday. Your specific weekly working pattern will be discussed and arranged with you by your line manager. We reserve the right to change your pattern of work from time to time depending on the needs of the business. Your working location is hybrid, mainly working from home or from our London office for training or occasional meetings purposes only.
What you`ll be doing
Customer Focus
- Call and email international customers with an existing bookings to verify some information about their accounts.
- Assisting customers in a professional and courteous manner and providing information regarding our policies.
- Conducting conversations with Chinese and other international customers over the phone, via other channels including WeChat, other social media, emails etc.
- Processing room availability checks for short stays and for academic year stays; answering all enquiries .
- Processing bookings and follow-up with customers or agents.
- Following-up on issues requiring action in a timely manner, engaging with other colleagues when necessary
Administration
- Maintaining Unite Students` information systems including the booking system, MS Excel spreadsheets, ensuring customer data is accurate, secure and compliant with the Data Protection Act, GDPR and PIPL.
- Undertaking general administration duties, including tracking leads, processing bookings and following-up on sales.
- Undertaking additional duties and tasks as requested by line management.
Teamwork
- Demonstrating a flexible approach to work and a willingness to undertake all reasonable duties
- Providing support to the international sales team members when required.
- Working collaboratively to help support the overall business to deliver its business plan and broader objectives.
- Working in a collegiate manner with colleagues, ensuring opportunities to share best practice are utilised .
- Attending regular meetings with colleagues, communicating outstanding issues and requests
Compliance
- Ensuring that Health and Safety legislation is adhered to at all times.
- Maintaining an awareness of current legislation concerning Data Protection and compliance.
- Conducting all duties in line with Unite Students policy and procedure.
- Ensuring management is informed of any serious issues.
- Fulfilling the varied administration requirements.
Performance and Key Performance Indicators (KPIs)
- Ensuring all work is completed within the required standards and KPI targets set by the business.
- Maintaining the highest level of productivity at all times.
- Contributing to the delivery of the KPIs within the team, including measures for: Leads follow-up and tracking, Customers satisfaction,
- Dealing with given tasks within the agreed SLA.
- Reflecting Unite Students` mission, vision and values in all activities.
What we`re looking for in you
Essential
- Chinese native speaker; (written and spoken fluency in Mandarin)
- Ability to work outside or regular office hours to communicate with customers based overseas if / when needed.
- Ability to communicate effectively, both orally and in writing and demonstrate an objective, professional and calm approach when handling difficult situations.
- Computer literate: Microsoft Office, and good knowledge of WeChat.
- Ability to work at pace whilst maintaining a high level of accuracy & attention to detail.
- Ability to manage own time effectively, prioritising tasks when required, multitasking and meeting deadlines.
- Previous experience of working within a sales and marketing environment with administrative tasks.
- Possessa positive and collegiate attitude, with the ability to adapt swiftly and a willingness to undertake challenging tasks to ensure customer satisfaction.
- Self-motivated and possessing the ability to work on own initiative.
Desirable
- Previous experience of working in the accommodation, hospitality or education sectors.
About Unite
Founded in 1991,Unite Students is a FTSE 100 business and the UK`s leading provider of purpose-built student accommodation. You can find us in 25 leading university towns and cities, with 74,000 students calling US home! We are driven by our values, culture, and a commitment to develop diverse and inclusive teams, filled with positive energy and new ideas.
Instinctive inclusion. We know that to create and maintain a happy healthy organisation, we have to work hard to ensure inclusion isn`t just what we do but who we are.
People make Unite Students. Employees, students, neighbours all contribute to building environments where we can all thrive.
Room for Everyone
We`re proud to be an employer that embraces individuality, and we`re passionate about building inclusive teams. We focus on creating a collaborative culture where you can be you, where your voice is heard, and where you can truly belong. We take great pride in being rated Gold Investors in People and are constantly striving to provide the highest standard of learning and development opportunities and professional pathways for our people. Building a home for success, for both our employees and students, requires exceptional people with a passion for creating room for everyone, doing what`s right, keeping US safe, and raising the bar. Join us as we build better experiences for students that live with us.
We are US.