Company DescriptionESL Languages is the leading European study abroad agency.
We have been organising language courses abroad throughout the world since 1996.
Our presence is international, with more than 35 sales offices across Europe.
More than 25 thousand students every year choose ESL to achieve their goal of learning a language and discovering the world.
ESL has received many industry accolades, including being inducted into the Hall of Fame as Best European Study Abroad Agency in 2016 after winning 5 times in 6 consecutive years.
This prestigious award is based on the votes of thousands of language schools worldwide and rewards the quality counseling and high service provided by all of the ESL staff.
In 2019, ESL became part of the Kaplan Languages Group, one of the largest global chains of English language schools.
ESL continues to operate as an independent agency within the KLG group.
Job DescriptionWe are currently looking for a Customer Care Officer for our German & Austrian markets to complete our Customer Care team, based in Barcelona.
Job Overview The main function is to organise language courses abroad from the offer made by the sales offices to the return home after the stay.
Main Tasks and Responsibilities: Processing enrolments using our internal CRM systemManaging customers' filesAssisting customers before, during, and after their stayInvoicing bookings and ensuring receipt of payments from customersCollecting invoices from partner schools and validating paymentsAddressing special requests and complaintsProviding personalized advice to each customer, including detailed information regarding every step of the language courseStaying informed of local and international news regarding major touristic zonesHaving comprehensive knowledge of ESL's products and servicesBeing flexible depending on the period, deadlines, workload, and support in other Customer Care markets and ESL departmentsBeing available for the department, the Customer Care manager(s), and other employeesAssisting the manager in trainingHelping the department reach its objectivesAssisting with any special projects or administrative tasks as assignedOrganising and planning your own workCommunicating effectively with: Members of the Customer Care departmentSales officesPartner schools in EnglishClients in their mother tongue (and second language if proficient)Handling customers' end-of-stay feedback and reviewsGathering testimonialsBeing able to redirect, up-sell, and cross-sell to avoid changes and cancellationsQualificationsYour Professional Skills: Experience of language studies abroad is a plusAbility to work autonomously and in an organized manner, with a high sense of responsibilityGerman C2/C1 level and a very good command of English (C1)Good knowledge of geographyYour Personal Skills: Excellent communication skillsAs a committed team player, you are flexible and possess great listening abilitiesExperience and a passion for travelingAdditional InformationWhat We Offer You: This is a full-time position based in Barcelona, with ongoing coaching and training from colleagues and managers.A chance to work in the headquarters of KLG in a prime location in BarcelonaOpportunities to gain knowledge and experience in marketing tools and platformsDevelopment of skills in an international environment in the exciting field of language travelA dynamic work atmosphereFree breakfast on Monday and fresh fruit every ThursdayFree coffee & milkWFH: 2 days per weekFree language courses abroadDiscounts with Sanitas medical insurancePlace of work: BarcelonaStart date: ASAPType of contract: permanentActivity rate: Full timePlease apply with a CV in English.
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