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About the Role

This position is responsible for the overall management of the homestay program, from recruiting, selecting, and building relationships with host families that meet EF's standards, to ensuring each student is placed in a suitable homestay and providing support during their stay. As a crucial link between host families, students, and internal teams, you will focus on delivering a high-quality living environment and fostering long-term relationships with host families. This role involves managing operations using KPIs and data, while also engaging in daily communication to support both students and host families, offering a blend of customer service and operational responsibilities.

Responsibilities

Recruit and retain host families, including new recruitment, selection, annual visits, quality assessments, relationship building, regular follow-ups, and communication of contract/standard changes.
Manage student placement operations, including matching students with homestays based on needs, preparing materials for arrival, supporting new students at school, handling inquiries from international sales offices, and managing operational KPIs like placement rate, confirmation rate, and deadline adherence.
Provide support and communication for host families and students, including handling inquiries about daily life and homestays, coordinating communication with host families, reviewing feedback for improvement actions, and initial response to complaints.
Offer administrative and financial support, such as verifying stay durations and payments, and coordinating with the accounting department for accurate payments.
Support community engagement through event planning for host family appreciation and recruitment events, and provide on-call support when necessary.

Requirements

Fluent communication in Japanese and English for interacting with students, host families, and internal/external stakeholders.
High customer service skills and counseling abilities.
Ability to communicate smoothly in a cross-cultural environment.
Multitasking ability to prioritize and manage multiple tasks.
Proactive approach to work, with the ability to propose improvements and solve problems.
Ability to manage and improve operations using KPIs and data.
Strong interpersonal skills to build good relationships with host families and students.
Accurate administrative skills and attention to detail.

Skills

Sales experience
Customer service experience
Homestay or study abroad related work experience
Experience managing and improving operations based on KPIs and goals

Location

Tokyo, Japan

Work Type

Full-time
Shift work (between 8:30 and 20:00)

Benefits

Transportation allowance
Social insurance (employment, worker's accident, health, pension)
Fully paid leave including year-end and company holidays
Sick leave, special leave, maternity leave, and childcare leave support
Employee Assistance Program (EAP)
Overseas training program
Overseas campus inspection trips
Return-to-work allowance (equivalent to 4 weeks' salary during maternity leave)
Access to Englishlive (online English conversation)
Access to EF Hello app (study app for English, French, Italian, Spanish, German)
Referral bonus
Discounts on EF programs
On-site smoking ban
Casual dress code
Coffee maker and cafeteria-style break area

About the Company

EF International Language Campus