Operations Specialist (Portuguese)

Job description

Uniplaces is building a trusted, global brand for students. We believe in empowering student mobility and we have started by making the process of finding accommodation easier. We’re solving real life pains and we’re backed by top tier investors such as Atomico, Octopus Investments, Shilling Capital Partners and Caixa Capital to help us achieve this better and faster.


We are an internationally minded company with an extremely talented team and global ambitions. Our decisions are driven by our core values of Passion, Impact, Trust and Team Spirit - with which we aim at having a company where everyone feels accountable and empowered to achieve their full potential.


About the Operations Team:

Every day, more than 5000 nights are booked by students from 175 nationalities in 33 different cities on uniplaces.com. Our Operations team that embraces 14 nationalities and works across 6 different languages, ensures that every interaction with customers is focused in improving the student and landlord experience, so that room search becomes as easy as buying a flight ticket.


The different possibilities

Depending on  the open vacancies at the time, we have different challenges available in different teams in our Operations Department, but all of them have the same mission: guaranteeing the best experience possible to our students and landlords!


Customer Experience Specialist

  • Interact with students and landlords via phone and email, making sure any issue and complaints regarding their accommodation are dealt with and solved according to internal policies;

  • Liaise with other teams to come up with solutions;

  • Find properties for students who had their original booking cancelled;

  • Be supportive and helpful to students around the world, prepare them for the best time of their life.

Inside Sales Specialist

  • Engage and acquire new landlords by presenting our value proposition through outbound cold calls;

  • Follow and prioritise a list of leads previously generated by our Marketing department;

  • Follow-up landlords (through phone or email) from first call up until their offers are published in our platform;

  • Liaise with other teams to ensure listings and property information is of high quality.

Bookings Specialist:

  • Support students throughout their booking experience by helping and inspiring them to find the right place for them on Uniplaces;

  • Liaise with other teams to come up with solutions, and to identify and escalate priority issues in order to avoid customer and operational impact;

  • Find a place for students who had their original booking cancelled;

  • Communicate with landlords to review their availabilities in order to support the entire booking process;

  • Be supportive and helpful to students around the world, and prepare them for the best time of their life.

Landlord Success

  • Management and update of properties’ availability, thorough account analysis (exclusivity, bookings, cancellations, complaints, refusals, conversion rates, listings, prices, etc.);

  • Continuous engagement activities with landlords to guarantee their satisfaction with Uniplaces;

  • Promotion of priority listings  and creation of proactive campaigns whenever needed;

  • Proactive coordination of communication with landlords, responsible for understanding which type of partnerships improves the relationship with landlords.

Requirements

Your track record:

We don’t expect a specific background or set of experiences, as long as you’re a top performer in every task and job you enrol! However, we value:

  • Previous experience in a customer facing role, that proves the ability to relate and manage relationship  with all type of stakeholders.

 

Your style:

  • Fluent in spoken/written Portuguese AND English (other languages are bonus);

  • Strong organization and execution skills - multi-tasking is your first nature;

  • Drive for high performance and smashing targets - You keep pushing, trying new approaches and never give up;

  • Great communication skills - usually you are the one introducing everyone around and making sure everyone is at ease. You get comfortable in communication face to face, over the phone or in writing;

  • You're patient and you never lose your temper, even under pressure;

  • Open minded and tolerant working with peers and customers from different nationalities and backgrounds.

What else do you need to know?

  • The role is based in Lisbon;

  • You will start on a 6 month fixed contract;

  • For this position, we do not sponsor working visas, but we offer a relocation package in case you are not in Portugal.