Company DescriptionPart of Kaplan Inc., the Kaplan Languages Group (KLG) is made up of Kaplan International Languages, ESL Education, and Alpadia Language Schools. Language travel is an inspiring business sector with lots of scope for fun and creative work. Our students study from 1 week up to a full academic year and we are proud to welcome language learners from over 100 countries, ensuring a great cosmopolitan mix in our classrooms across the globe. With a network of Kaplan International Languages and Alpadia-branded schools and summer camps spanning seven countries, KLG has the largest presence of any international language school in the English-speaking world, as well as France, Germany, and Switzerland. In addition, ESL, Europe's largest language education travel agency matches students with the right language course for them.Job DescriptionWe currently have an exciting opportunity for a Customer Care Specialist to join our B2C Customer Care Team based in Barcelona, Spain.Reporting to the B2C Customer Care Manager, you will operate the day-to-day admissions operations and service functions for Kaplan International Languages as well as Alpadia programs. You will be working with direct clients in close cooperation with Sales, Student Support, Summer camps teams, as well as Operations and finance teams.Your main tasks will be:Admissions for direct clients, making sure you are their main point of contact after the sales staff has confirmed the bookingEntering student information onto our booking systemsConfirm bookings within our 24 working hours max policy (48h during high season) – enter creating invoices, booking confirmation and visa letter when necessarySupporting our customers about any enquiry they could have before their arrival at school via calls or emailsCollecting payments as well as all necessary student pre-arrival information such as parental consent forms, travel details, copy of insurance, etc. or chase accordingly.Install and consolidate high level of trust between you and the customerHelp clients navigate and understand our student portalManage complaints and liaise with management for escalationsProceed with extensions and check availability for summer camps and adult schools if necessaryCollaborate with other Sales and Customer Care staff as well as operations, schools, and finance departments.QualificationsDesired Skills, Experience & RequirementsExperience in Customer Service and/or Admissions in travel & tourism or language education industryProfessional knowledge of Microsoft OfficeItalian level required (C1/C2) with very high English. Other languages a plusAbility to prioritize effectively and to work to tight deadlinesAbility to handle customer complaints and issues in a diplomatic and sensitive mannerExperience of dealing with high volume, complex communicationsSales & Service orientedNIE and Social security already processedPersonal CharacteristicsPassion for customer careAbility to articulate goals and assign timelinesPositive thinker & flexibilityAbility to remain calm under pressureYou are in possession of Spanish NIE and Social Security numberAdditional InformationWhat we will offer you:This is a full-time, permanent position offering:The opportunity to develop your skills in an international environment, in the exciting field of language travelA dynamic work atmosphereAn environment where corporate ethics and sustainable development matterDiscounts on medical insuranceFree language courses abroad every yearFree coffee and teaFree breakfast on Mondays and fresh fruit on Thursdays
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