Purpose of role:

The Global Head of Accommodation experts oversees, leads, and trains Casita’s three
customer service centers in Cairo, New Delhi, and Bangkok. As the Global head you
will manage and build out our growing team of Accommodation Experts whilst
ensuring the highest of service standards, monitor response times, conversion rates and
many of the data fields that are paramount to the companies success in the student room
marketplace sector.

How the role fits in the Function:

Report to the Casita board on the current status of leads, bookings, complaints and
conversion from all customer service hubs around the world. Look to enhance best
practices, work closely with the Casita Partnerships teams on refining partner referred
customer service and direct leads.

Main Duties & Responsibilities:

Duties & Responsibilities
● Overseeing and assessing customer service staff activities, and providing them with
regular performance-related feedback.
● Strategizing and monitoring daily activities of customer service operation.
● Assisting customer service staff with duties where required.
● Training staff in areas of customer service and company policies.
● Managing student enquiry flow to ensure proficient customer service.
● Monitoring and authenticating returns, exchanges, and voids.
● Investigating and solving customer service complaints.
● Assisting with the development and implementation of service policies, and explaining
these to staff and customers.
● Maintaining documentation about customer service department activities.
● Performing additional duties where needed

Needed KSA:

●Experience with managing multinational call centers
● Experience in managing cross-cultural teams
● In-depth experience of selling to customers.
● Experience in the international education sector
● Experience in Telesales role working with sales targets and KPIs
● Consultative selling techniques
● Bachelor degree or relevant work experience
● FLUENT English is a MUST
● Proficient standard office equipment skills.
● Outstanding communication skills, both written and verbal.
● Strong people skills.
● Excellent phone etiquette.
● Outstanding organizational skills.

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