Description:
Wee Hur Holdings Ltd (Group) is a listed company on the Singapore Exchange, with businesses in property development, construction, worker’s dormitory, fund management and purpose-built student accommodation (PBSA). We are seeking a driven, motivated and passionate Reservations and Sales Executive as we embark upon our exciting new phase of growth and expansion in the PBSA sector in several major cities in Australia.
You will be employed under Y Suites by Wee Hur Hospitality Pte Ltd (Company), a wholly-owned subsidiary of the Group, which is the entity that is responsible for the success of our PBSA management brand. You will report directly to the Reservations and Sales Manager. You will be based in Singapore, and will be required to work closely with all departments within the Group, our PBSA operator(s) in Australia, our BD and marketing team in North Asia, agents in China, and other key stakeholders.
This position offers a dynamic and exciting environment in which you will be managing the pipeline of valuable leads and inquiries from various marketing and booking channels. As a Reservations and Sales 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 fulfill their requests, clarify their concerns, or provide services that meet their needs. Your primary objectives are to achieve top customer satisfaction, fulfill revenue and lead conversion targets, as well as to ensure that all prospective leads are well nurtured throughout the customer buying journey.
This role is designed for working professionals (at least 5 years PQE) with a robust track record in sales, excellent interpersonal and communication abilities, strong customer-oriented mindset, focused commitment to excellence, and deep motivation to learn and grow. Experience in customer service frontlines, call center inquiries management, or sales within the hospitality industry, including service apartment and co-living brands, is an added advantage. Proficiency in Mandarin Chinese is preferred.
Please apply for this position via our careers page (https://www.ysuites.co/careers/) by 1st March. We only review applications that are submitted via our career page.
Candidates are expected to start by 15th March or 1st April 2024.
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 to convert them into our customer base
4. To ensure a 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 requests and customer profiles during the enquiries process
8. To have a good grasp of the property management system to check room availabilities, log special requests, or check any other information relevant to customer enquiries.
9. To provide training to all our agent partners worldwide as well as assist in live streaming 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 about during the sales process
11. Provide reliable and consistent support, offer services, and take requests 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 the outcome of interactions with leads and overall data analytics concerning leads status
16. Provide reports on customer needs, interests, problems, and any other valuable feedback gathered during customer interactions
17. Coordinate sales efforts with BD team and agents in North Asia to convert prospective students into customers
18. Provide daily room occupancy and lead enquiry report, and market feedback and pro-actively recommend strategies to improve booking numbers
19. Assist the marketing team in emailing direct marketing campaign banners and details to different lead segments within CRM database
20. Coordinate sales efforts with property staff in Australia, especially for property walk-in inspections and renewals
21. Work closely with the marketing team in understanding various campaigns, marketing activities, promotions and discounts, and marketing channels that will funnel leads through
Requirements:
1. Bachelor’s degree with good honors
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. Proficiency in English is required, and proficiency in Mandarin Chinese preferred
6. Familiarity with CRM best practices together with the ability to build lasting and strong customer relationships
7. Strong Microsoft PowerPoint and Excel Skills desirable
8. Must be energetic, goal-oriented, and outcome-driven with a strong bias for action
9. Have a customer-oriented 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 is an advantage.
12. Excellent time management and organizational skills
13. Dependable and proactive in follow-up
14. Ability to handle competing priorities and exercise clear and good judgment on how and where to focus your effort and time to achieve the most impact
15. Robust execution and implementation abilities
16. Highly independent and able to work under stressful situations
17. Team player and able to drive outcomes and handle difficult negotiations and exchanges
Key Performance Indicators:
· High leads conversion rate
· Timely and proactive follow-up on leads when they are “hot” and compliance with KPI response time for all inquiry channels
· Strong CSAT and NPS score based on industry benchmark and month-on-month data trajectory.
· High score and SOP compliance in mystery call audits
· Structured, organized, and timely qualification and followed up with all database leads through systematic workflow setup
· High visibility and timely reporting to management on inquiries/conversion and lead management data
· Develop actionable insights based on interactions with customers such as identifying customer sentiments or repeated factors underlying customer rejections.
· Strong customer engagement following best practices and brand guidelines
· Strong CRM knowledge and compliance with CRM best practices and SOP in periodic audits, must exceed minimum score threshold.
· Strong product knowledge per training and SOP documentation
· Demonstrate professionalism, customer service, and competence in call audits
