Customer Operations Executive

Role purpose

Convert qualified international student accommodation enquiries into bookings and deliver reliable, empathetic and timely support before, during and after the booking process. The role requires commercial ownership, service discipline and accurate coordination across customers, internal teams and property partners.

Eligibility

• BBA, BMS, BCom, BA or equivalent; MBA, PGDM or another relevant postgraduate qualification may be considered where the role and budget fit.
• Graduating batch or up to 2 years of relevant experience.
• Strong spoken and written English, with customer-facing aptitude and service orientation.

Key Responsibilities

• Respond promptly to enquiries and customer queries across approved channels, understand individual needs and provide accurate information.
• Recommend suitable accommodation options using current property, pricing and availability information, and guide customers towards an informed booking decision.
• Manage the complete enquiry and booking journey, including qualification, follow-ups, objection handling, booking coordination and agreed next steps.
• Own customer cases through resolution, documenting interactions, actions, commitments and outcomes accurately in the CRM or ticketing system.
• Coordinate with operations teams, property partners and support functions to remove booking barriers and resolve service or operational issues.
• Identify urgent, sensitive or high-risk cases and escalate them promptly through the appropriate channels.
• Maintain strong CRM discipline, including accurate stages, notes, activity schedules, case status and customer data.
• Achieve individual and team conversion and service goals while following quality, privacy, compliance and conduct standards.
• Analyse recurring queries, booking barriers and service issues, and recommend improvements to customer guidance and internal workflows.

Required Capabilities

• Persuasive, customer-centred communication with empathy, clarity and composure.
• Strong listening, questioning, objection-handling and follow-up skills.
• Structured problem solving, attention to detail and ownership of outcomes.
• Ability to manage multiple leads and cases while meeting conversion and service timelines.
• Comfort with CRM and ticketing systems, targets, performance data and accurate record keeping.
• Resilience, adaptability and willingness to work in UK-aligned business hours where required.