Who we are:

Student.com是一个帮助全球学生寻找留学住所的预订平台，海量房源遍布全球热门留学国家和城市，靠近大学的优越地理位置为同学们提供留学海外的住所。现代化学生公寓为留学生活带来全新体验。我们提供超过20种语言服务，除了网站外，还有手机和社交服务平台。我们是一支年轻、快节奏、亲密协作的企业团队，以愚公移山的精神一点一滴地改变传统留学生活，为留学住宿提供更多可能。

我们来自全球，为全球服务。目前，Student.com的团队成员来自全球25个国家和地区，75%的成员能够流利进行双语交流（有的甚至更多）。未来，我们希望将我们的服务拓展到每一个有留学需求的国家和地区，服务全球学生。

公司网站：http://www.student.com

公司地址：静安区昌平路363号3幢

简历投递：hr_cn@student.com 

We are looking for 

Quality and Training Supervisor质检及培训主管

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咨询顾问

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.

咨询顾问负责协助海外出国留学生预定住宿，其中包括，了解学生需求，帮助选择最合适的学生公寓。咨询顾问完成的预定量以及同学的满意度将会作为衡量其工作表现的考核指标。

Job Responsibilities:

-Introduce the studentaccommodation location, facility, service and benefit.介绍留学生公寓的位置，设施以及服务。

-Advise and secure the best accommodation options to meet the students’ requirement.满足出国留学的同学的住宿需要，为同学建议提供最合适的留学生公寓

-Collecting required information and documents to finish the student accommodation booking.收集必要的信息以及文档完成留学生公寓的预定

-Promote a variety of studentaccommodation to improve the success of booking.推荐不同类型的留学生公寓以提升预定成功率

-Build up good relationship with students via different channels such as voice call, email, WeChat, QQ and others.通过电话，邮件，微信和QQ等渠道与同学建立良好的关系

-Provide best in class consultantservice to students to improve customer satisfaction. 为同学提供最优质的咨询服务，提升顾客满意度

Skills & Experience:

-Bachelor degree or equivalent education certificate大学本科或相应学历

- 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有客户服务、咨询服务，订单管理，B2C电子商务等线上销售及顾客服务相关工作经验者佳

-High responsibility and energy to achieve高度的工作责任心和目标达成的自我驱动力

-Good team player注重团队合作

-Good oral or new media platform communication skills良好的沟通能力，适应互联网新平台

-Fast learner学习能力强

-Overseas background &excellent written and oral English is a plus有海外留学背景和流利的英语者优先考虑

We are looking for 

Business Intelligence and Report Analyst业务分析专员

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国际业务部门经理

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