Company Description
ESL 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.
Beyond linguistic, cultural and geographical borders, more than 25 thousand students every year make the choice to book with ESL and make their goal of learning a language and discovering the world a reality.
ESL received many industry accolades over the years.
We entered into the eternal Hall of Fame as Best European Study Abroad Agency in Europe in 2016 after winning 5 times in 6 consecutive years.
This prestigious ST award is based on the votes of thousands of language schools around the world 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 work as an independent agency within the KLG group.
Job Description
We 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 languages courses abroad from the offer made by the sales offices to the return back 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 paymentsDealing with any special requests and complaintsProviding personalized advice to each customer, including detailed information regarding every step of the language course, meeting the assigned deadline for each stepKeeping up with local and international news to be informed of any events happening in major touristic zonesKnowing the products and services offered by ESL perfectlyBeing 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 trainingAssisting the department in reaching its objectivesAssisting with any special projects or various administrative tasks as assignedOrganising and planning your own workCommunicating effectively:With members of the Customer Care departmentWith Sales officesWith Partner schools in EnglishWith clients in their mother tongue (and second language if knowledge is good enough)Handling customers' end of stay feedbacks and reviewsGathering testimonialsBeing able to redirect, up sell, cross sell to avoid changes and cancellations Qualifications Your professional skills Experience of language studies abroad is a plusYou are able to work in an autonomous and organized manner, with a high sense of responsibilityYou have at least a German C2/C1 level and you have a very good command of English (C1)You possess a good knowledge of geography Your personal skills You have great communication skillsAs a committed team player, you are flexible and have great listening abilitiesYou have experience and a taste for traveling Additional Information What We Offer You: This is a full-time position based in Barcelona.You will be fully supported in your role with on-going coaching and training from your colleagues and managers.A chance to work in the headquarters of KLG in a prime location in BarcelonaThe opportunity to gain knowledge and experience in marketing tools and platformsThe opportunity to develop your skills in an international environment, in the exciting field of language travelA dynamic work atmosphereFree breakfast on Monday and fresh fruit every Thursday.Free coffee & milkWFH: 2 days per weekFree languages courses abroadDiscounts with Sanitas medical insurance Place of work: Barcelona
Start date: ASAP
Type of contract: permanent
Activity rate: Full time
Please apply with a CV in English.
#J-18808-Ljbffr