The Role

Unite Students have an exciting 5 month contract opportunity for native Mandarin speakers to join our International Sales team.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) to assist them with their bookings; as well as supporting international agents referring students to us with bookings and all enquiry types.

The role more broadly will also include offering customer service to international customers on various channels (calls, wechat, emails etc).

Working Hours and Shift Pattern;

Monday - Sunday

5-day working week, including work some weekends and during Bank Holidays

7.5 hours a day between 5am - 8pm

Early shift starts at 5am. Late shift usually ends at 6pm, except during peak season where the late shift ends at 8pm).

37.5 hours a week

What You`ll Be Doing

• Conducting sales conversations with predominantly Chinese students with passion and enthusiasm and via various channels including WeChat, Webchat, calls, emails etc.
• Processing room availability checks for short stays and for academic year stays
• Following-up on any customer related issues requiring action in a timely manner, engaging with other colleagues when necessary
• Providing a decisive and effective response to complaints, assisting in and resolving customer disputes and escalating where necessary
• 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 and GDPR.
• Undertaking general administration duties, including processing bookings and payments, debt chasing, no shows and absconders,
• Providing financial administration support, escalating customer arrears issues; assisting with International agents commission tracking, commission checks; commission payments, monitoring the commission budget.

What We`re Looking for in You

• Chinese native speaker; (written and spoken fluency in Mandarin)
• Ability to work outside or regular office hours to communicate with customers based in China if / when needed
• Ability to communicate effectively, both orally and in writing and demonstrate an objective, professional and calm approach when handling difficult situations
• Ability to build relationships internally and with third party suppliers
• Computer literate with the ability to use Microsoft Office
• 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 environment with administrative tasks
• Highly skilled in advising and delivering against customer needs
• Ability to work with a positive and collegiate attitude, to adapt swiftly and to undertake challenging tasks to ensure customer satisfaction
• Self-motivated and possessing the ability to work on own initiative

What You`ll Get in Return

• A discretionary annual bonus so you can share in the company`s success
• 25 days` paid holiday and an annual holiday buying scheme, with 5 additional days awarded for long service
• A generous pension scheme - employer contributions between 5% and 11% depending on how much you save
• Various benefits to support your health and wellbeing including a Healthcare Cash Plan, an Employee Assistance Programme, a Wellbeing platform and a Gym benefit that you can share with your family and friends
• Enhanced Family Leave including 18 weeks full pay for birthing parents and 4 weeks for non-birthing parents
• Lots of other great benefits including an annual ShareSave scheme, Employee Life Assurance, a discounts portal and more!

About Unite Students

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 and neighbours all contribute to building environments where we can all thrive.