Our mission is to help international students find their perfect home abroad

Student.com is an exciting, fast growing tech company focused on the international student market. Based in Shanghai, London, New York, Austin, Hong Kong, Melbourne and Dubai we are a team that combines unparalleled experience in growing successful digital businesses with some of the most passionate young professionals from around the world.  

We believe in putting our customers first and giving students complete peace of mind when planning their journey of study abroad. We currently focus on accommodation, but are building a company that can help students with all aspects of their lives away from home.

Responsibilities

  • Lead and motivate multiple sales and customer service teams, and develop their skills and competencies in line with company priorities
  • Proactively manage and drive performance of the teams to achieve SLAs and exceed KPIs
  • Regularly monitor and report on achievement against SLAs and KPIs
  • Coach and mentor the teams to improve productivity, conversion rates, sales and service level
  • Organize quality monitoring across communication channels to ensure outstanding levels of customer service are being provided always
  • Resolve any customer issues and escalated complaints, if necessary
  • Drive clear understanding of the industry and customer needs to define the sales and service strategy, and work with all other functions to define and develop opportunities for growth
  • Track and share customer feedback with Marketing, Product and Supply teams to improve the customer experience, value proposition, marketing content and product offerings
  • Build strong relationships with other global teams across the company and collaborate with them to drive continuous improvement of processes and tools
  • Be a change managing expert and lead the team through periods of change and ongoing improvement

Skill & Experience 

  • Above 5 years’ experience in sales and service leading role, preferably relevant to Online Booking/Order Management
  • Demonstrated strong leadership skills, particularly with highly diverse teams
  • Demonstrated change management experience in global organization
  • Keen on providing world-class levels of service and achieving ambitious sales targets
  • Track record in implementing quality monitoring, people/process/performance management, sales and service driven methodology
  • In-depth understanding of call center technologies, customer tracking systems, reporting systems and tools of business intelligence
  • COPC or Six Sigma certification would be a big plus
  • Strong organizational, communications, problem resolution and presentation skills with good spoken and written English
  • Strong ability to build collaborative working relationships across global organization
  • A strong team player, can fit into a dynamic working environment and international culture
  • Overseas background or successful experience in leading an international business unit would be a plus
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