International Sales Advisor; Mandarin speaking

International Sales Advisor (Mandarin speaking)

PURPOSE OF THE JOB:

To form part of the international sales team, delivering high-quality customer service, working collaboratively with colleagues, and students. (The focus on B2B or B2C varies depending on business needs. The role includes contacting international students (email & phone calls) to assist them with their bookings, and explain our policies; 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)

Summary of the role:

Contact: 12 months (with end day in March 2027)

Location:

Hybrid:
Mainly working from home and attending our London office for training purposes, and occasional meetings only. Occasional travels within the UK required.

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 6am - 8pm

Early shift starts e shift usually ends at 6pm, in fewer instances, late shift will be till 8pm).

37.5 hours a week

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.

KEY TASKS AND RESPONSIBILITIES:

Customer Focus

• Assisting agents and customers in a professional and courteous manner and providing information regarding our properties and services across the UK.
• Conducting sales conversations with Chinese agents and students, via various channels including WeChat, Webchat, calls, emails ...
• Answering agents and student enquiries
• Following-up on any customer related issues requiring action in a timely manner, engaging with other teams when necessary
• Providing a decisive and effective response to complaints, assisting in and resolving customer disputes and escalating where necessary
• Maintaining positive relationships with agents, colleagues and students.

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 and GDPR.
• Undertaking general administration duties, to including processing bookings and payments, debt chasing, no shows and absconders,
• Providing financial administration support, escalating customer arrears issues; assisting with international agents commission checks; monitoring the commission budget.
• Promoting to agents & students ad hoc and cyclical sales & marketing campaigns
• 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 at the request of the team manager
• Providing support to the city-based teams and other support teams when required
• Working collaboratively to help support the overall business development team to deliver its business plan and broader objectives
• Enhance sales opportunity and performance, including gathering and sharing market information, agents and students feedback, competition activities.
• Working in a collegiate and supportive manner with colleagues, ensuring opportunities to share best practice are utilised
• Developing and maintaining productive working relationships with support functions and third party suppliers
• Attending regular meetings with colleagues, communicating outstanding issues and requests
• Embracing change, supporting the business and colleagues through business transformation

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…