Job Description

This position offers a dynamic and exciting environment in which you will be managing the pipeline of valuable leads and enquiries from various marketing and booking channels. As a Reservations and Sa This position offers a dynamic and exciting environment in which you will be managing the pipeline of valuable leads and enquiries from various marketing and booking channels. As a Reservations and Sales Senior Executive , you are the first impression of our company and brand and will be on the frontlines of customer service. You will be the person our customers and agent partners will depend on to fulfil their request, clarify their concerns, or provide services that meet their needs. Your primary objectives are to achieve top customer satisfaction, fulfil revenue and leads conversion targets, as well as to ensure that all prospective leads are well nurtured throughout the customer buying journey. Key responsibilities: 1. To establish connections with new leads and prospective clients by following up and logging them into our leads CRM system for downstream management 2. Maintain, grow and nurture these lead connections proactively and qualify + track these connections in an organised and systematic manner 3. Follow up with these lead connections pro-actively with a view towards converting them into our customer base 4. To ensure high level of customer satisfaction by providing exceptional customer service in line with our brand values 5. Manage all inbound call enquiries from local and overseas customers 6. To have a deep and robust understanding of our product i.e. all our rooms and amenities in our PBSA assets 7. To document customer request and customer profile during the enquiries process 8. To have a good grasp of the property management system in order to check room availabilities, log special request, or check any other information relevant to customer enquiries. 9. To provide training to all our agent partnersworldwide as well as assist in livestreaming sales efforts on the property 10. To have a deep and robust understanding of industry practices relating to rents, onboarding of tenants, operations procedures, and any other matters that students or agents will be inclined to enquire during the sales process 11. Provide reliable and consistent support, offer services, and take request through phone, email, online chatbot, FB, Instagram, and various instant messaging channels such as WhatsApp and Wechat. 12. Anticipate and identify the needs of customers and proactively follow up when necessary 13. Achieve service level agreement targets in response and follow up time 14. Achieve core customer service KPI metrics including professionalism during customer interaction and customer satisfaction score and feedback 15. Provide regular updates and reporting to management on outcome of interactions with leads and overall data analytics with respect to leads status 16. Provide reports on customer needs, interests, problems, and any other valuable feedback gathered during customer interactions 17. Coordinate sales effort with BD team and agents in North Asia to convert prospective students to customers 18. Provide daily room occupancy and leads enquiry report, market feedback and pro-actively recommend strategies to improve booking numbers 19. Assist marketing team in email direct marketing campaignbanners and details to different leads segment within CRM database 20. Coordinate sales effort with property staff in Australia especially for property walk-in inspections and renewals 21. Work closely with marketing team in understanding various campaigns, marketing activities, promotions and discounts, and marketing channels that will funnel leads through (to share with leads) Required skills and attributes: 2. Candidates with at least 5 years of experience and proven track record as a sales agent or customer service representative 3. Exceptional verbal, reading, written, analytical and reasoning skills are a must 4. Robust interpersonal, communication and relationship skills 5. Must be bilingual in English and Mandarin Chinese 6. Familiarity with CRM best practices together with ability to build lasting and strong customer relationships 7. Strong Microsoft Power Point and Excel Skills desirable 8. Must be energetic, goal-oriented and outcome-driven with a strong bias for action 9. Have a customer-oriented (Anticipate and identify the needs of customers) mindset and an acumen for understanding and addressing customer needs and wants 10. Experience with CRM leads management software (SalesForce, Fresh Sales, Zoho etc) an advantage. 11. Experience with EDM software an advantage. Attention to: Raina By submitting any application or r sum to us, you will be deemed to have agreed and consented to us disclosing your personal information to prospective employers for their consideration. We regret to inform you that only shortlisted candidates will be notified. All applications will be treated with the strictest confidence. Elitez Pte Ltd | EA Licence: 16C8004| Hailey YANG | Registration No: R1876431