Who we are:
Student.com是一個幫助全球?qū)W生尋找留學住所的預訂平臺，海量房源遍布全球熱門留學國家和城市，靠近大學的優(yōu)越地理位置為同學們提供留學海外的住所?，F(xiàn)代化學生公寓為留學生活帶來全新體驗。我們提供超過20種語言服務，除了網(wǎng)站外，還有手機和社交服務平臺。我們是一支年輕、快節(jié)奏、親密協(xié)作的企業(yè)團隊，以愚公移山的精神一點一滴地改變傳統(tǒng)留學生活，為留學住宿提供更多可能。
我們來自全球，為全球服務。目前，Student.com的團隊成員來自全球25個國家和地區(qū)，75%的成員能夠流利進行雙語交流（有的甚至更多）。未來，我們希望將我們的服務拓展到每一個有留學需求的國家和地區(qū)，服務全球?qū)W生。
公司網(wǎng)站：http://www.student.com
公司地址：靜安區(qū)昌平路363號3幢
簡歷投遞：hr_cn@student.com
We are looking for
Quality and Training Supervisor質(zhì)檢及培訓主管
Report to:
Quality and Training Development Manager
Job Responsibilities:
- Be responsible in supporting the Quality & Development Manager on development and maintenance Sales and Service related Knowledge Base and Operation Process, Quality Monitoring System and related activities, as well as business reports and analysis;
- Involved in supporting the Quality & Development Manager, Regional Booking Team Managers and Senior Booking Consultants in NHO training system and ongoing development plans to be delivered;
- Involved in Quality Monitoring and related enhancement mechanism (calibration, coaching, etc.)
- Support the Quality & Development Manager in pursuing service excellence on NPS analysis, ongoing quality enhancement plan development, etc.
Skills & Experience:
- College and above.
- 2 years above working experience in Customer Service, Contact Center, Online Booking or Order Management Operation Centers with 1-year above leadership experience;
- Good teamwork ability and interpersonal skills;
- Good written and oral communication skills in both Chinese Mandarin and English, CET4 above or relevant is preferred;
- Good reporting and analysis skill, familiar with Microsoft office software, ex. Word/Excel/PowerPoint/Visio;
- Experience in supporting on Quality Monitoring, Training Development and Delivery, Knowledge Base Management is preferred;
Booking Consultant咨詢顧問
Summary:
The Booking Consultant is responsible for assisting students with overseas living arrangements for accommodations. This includes understanding the student needs, explaining and processing the most appropriate accommodations bookings.
Booking Consultant’s success is measured by the number of students’bookings placed and student satisfaction with the company’s service and the performance evaluation.
咨詢顧問負責協(xié)助海外出國留學生預定住宿，其中包括，了解學生需求，幫助選擇最合適的學生公寓。咨詢顧問完成的預定量以及同學的滿意度將會作為衡量其工作表現(xiàn)的考核指標。
Job Responsibilities:
-Introduce the studentaccommodation location, facility, service and benefit.介紹留學生公寓的位置，設施以及服務。
-Advise and secure the best accommodation options to meet the students’ requirement.滿足出國留學的同學的住宿需要，為同學建議提供最合適的留學生公寓
-Collecting required information and documents to finish the student accommodation booking.收集必要的信息以及文檔完成留學生公寓的預定
-Promote a variety of studentaccommodation to improve the success of booking.推薦不同類型的留學生公寓以提升預定成功率
-Build up good relationship with students via different channels such as voice call, email, WeChat, QQ and others.通過電話，郵件，微信和QQ等渠道與同學建立良好的關系
-Provide best in class consultantservice to students to improve customer satisfaction. 為同學提供最優(yōu)質(zhì)的咨詢服務，提升顧客滿意度
Skills & Experience:
-Bachelor degree or equivalent education certificate大學本科或相應學歷
- Working experience in a Contact Center, Customer Service, Consultant Service, Order Management and B2C business environment as a sales representative or customer service role preferred有客戶服務、咨詢服務，訂單管理，B2C電子商務等線上銷售及顧客服務相關工作經(jīng)驗者佳
-High responsibility and energy to achieve高度的工作責任心和目標達成的自我驅(qū)動力
-Good team player注重團隊合作
-Good oral or new media platform communication skills良好的溝通能力，適應互聯(lián)網(wǎng)新平臺
-Fast learner學習能力強
-Overseas background &excellent written and oral English is a plus有海外留學背景和流利的英語者優(yōu)先考慮
We are looking for
Business Intelligence and Report Analyst業(yè)務分析專員
Report to:
Quality and Training Development Manager
Job Responsibilities:
•Be responsible in collecting, interpreting, analyzing data and reporting requirement of internal stakeholders.
•Frequently interact with Quality & Development Manager, Regional Booking Team Managers and Senior Booking Consultants to solicit ideas and feedback.
•Support Quality & Development Manager to design good regular and ad-hoc reports based on different business needs, build key business KPI structure to measure performance results.
•Support the Quality & Development Manager in pursuing service excellence on NPS analysis, ongoing quality enhancement plan development, etc.
Skills & Experience:
•2 years above working experience in BI position, under Customer Service, Contact Center,Online Booking or Order Management Operation Centers preferred.
•Good teamwork ability and interpersonal skills;
•Good written and oral communication skills in both Chinese Mandarin and English, CET4 above or relevant is preferred;
•Good reporting and analysis skill, familiar with Microsoft office software, ex. Word/Excel/PowerPoint/Visio;
•Write SQL and SQL-like queries utilizing one of known BI tools.
•Visually present data using one of known BI tools.
•Experience in supporting on Quality Monitoring, Training Development and Delivery, Knowledge Base Management is preferred;
•College and above.
We are looking for
International Booking Team Manager國際業(yè)務部門經(jīng)理
Report to:
Director of Sales and Customer Service
Job Responsibilities:
Trains, coaches, and manages a team of the international booking consultants in different nationalities according to company standards ensuring they have the support and knowledge to be successful
Help the company to promote a variety of overseas accommodation to improve booking rates, while advising and securing the best accommodation options for the client according to the "Booking Bible"
Report KPIs to the rest of the company on a regular basis
Continually increase knowledge about the business and all service options available for clients
Represent individual and groups of clients to ensure client satisfaction with the company's services
Track and share client feedback with the company's management team to continually evaluate services, potential new offerings, and online content improvements
Support marketing team in developing content for the website to continually improve the presentation of properties, accommodations, and services
Support marketing team in posting relevant social media updates to drive bookings, promote properties, and build the community
Support the new international market growth in Asian territories
Specific Measures of Success:
1.Contract Conversion (% of inquiries converted to completed bookings)
2.Sales- Booking targets achieved in each month, each city and each property
3.Client Satisfaction with Booking Consultant measured through NPS
4.Service level & Quality Monitoring - how fast and the quality of service we are able to respond to a new inquiry, by managing all transaction types including but not limited to email cycle time, hot-line KPIs, online chat, etc.
5. People management and development - 90% above team members as A player
Skill/Experience Requirements:
•Above 5 years’ experience in Customer Service, Contact Center, Online Booking/Order Management or a B2C environment with no less than 3 years management experience;
•Demonstrated strong leadership skills, particularly with highly diverse teams, and creative, enthusiastic approach to collaborative development of relationships and opportunities;
•Dedicated to quality assurance, performance management, service excellence and sales goal achievement;
•Strong understanding of call center technologies, customer tracking systems, reporting systems and tools to help analyze business performance;
•Strong organizational, communications, problem resolution and presentation skills with good spoken & written English;
•Demonstrated ability to build collaborative working relationships across the organization;
•Strong planning and time management skills;
•A strong team player, can fit into a dynamic working environment and international culture;
•Bachelor degree or above, COPC or Six Sigma certification preferred;
•With overseas background or success experience in leading international business unit would be a plus
