Customer Success Associate

About us:

University Living is a global student housing marketplace that helps international students find the best place to stay near university campuses around the world. Currently, our platform offers 1.75Mn beds in 35K properties across 265+ international education hubs in the UK, Ireland, USA, Canada, Europe, Australia, New Zealand, Singapore & UAE. Students can consult a 24/7 support teamof accommodation experts to discover, compare and book value-for-money accommodation based on their budget, desired location, and other personal preferences.

Key Responsibilities:

• Pre-Sales Support: Address inquiries from prospective students and their families, provide information on accommodationoptions, and assist with the booking process to facilitate smooth transitions into our properties.
• Post-Sales Assistance: Manage ongoing customer support for current residents, resolving issues related to leases, payments, andaccommodation conditions while ensuring high levels of satisfaction.
• Escalation Management: Handle and resolve escalated issues and complaints professionally and efficiently, coordinating withrelevant teams to provide timely solutions. 
• Customer Query Resolution: Respond to and resolve customer queries related to our services, policies, and procedures, maintaining detailed records and ensuring clarity and accuracy in communications.
• Operational Support: Collaborate with sales and operations teams to streamline processes, identify recurring issues, and contribute to enhancing the overall customer experience.

Requirements:

1. Proven experience in a customer support or similar role, preferably in international market.

2. Strong communication skills, both written and verbal.

3. Ability to handle multiple tasks and prioritize effectively in a fast-paced environment.

4. Empathetic and patient approach to customer interactions.

5. Proficiency in CRM software and Microsoft Office