Customer Care Officer | German speaker

Passionate about travel languages and helping people grow

We are currently looking for someone for our German & Austrian markets based in our HQ in Barcelona. 

In this role every day feels global. As our Customer Care Officer youll guide students through their study-abroad experiences. 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. Where your job is literally helping others explore the world.

Main tasks and responsibilities:

• Processing enrolments using our internal CRM system
• Managing customers files
• Assisting customers before during and after their stay
• Invoicing bookings and ensuring receipt of payments from customers
• Collecting invoices from Partner schools and validating payments
• Dealing any special requests and complaints
• Providing personalized advice to each customer including detailed information regarding every step of the language course meeting the assigned deadline for each step
• Keeping up with local and international news to be informed of any events happening in major touristic zones
• Knowing the products and services offered by ESL perfectly
• Being flexible depending on the period deadlines workload and support in other Customer care markets and ESL departments
• Being available for the department the Customer Care manager(s) and other employees
• Assisting the manager in training
• Assisting the department in reaching its objectives
• Assisting with any special projects or various administrative tasks as assigned
• Organising and planning your own work
• Communicating effectively:
  • With members  of  the  Customer Care  department
  • With Sales offices
  • With Partner schools in English
  • With clients in their mother tongue (and second language if knowledge is good enough)
• Handling customers end of stay feedbacks and reviews
• Gathering testimonials
• Being able to redirect up sell cross sell to avoid changes and cancellations

Qualifications :

Skills & Experience Youd Bring

• Your  German is  at least a C2/C1 level and you have a very good command of English (B2)  additional languages are a bonus.
• Well-organized autonomous and responsible with a solid understanding of geography.
• Comfortable managing high-volume communications and prioritizing tasks effectively.
• Proficient in Microsoft Office Suite.
• Experience of language studies abroad is a plus.

What Makes You Shine

• A customer-first mindset and proactive approach to challenges.
• Passion for delivering outstanding service and creating great experiences.
• Ggreat listening abilities positive flexible and resilient thriving in a collaborative team environment.
• Skilled at handling customer issues diplomatically and effectively.
• Enthusiastic about travel and exploring new destinations.

Additional Information :

What We Offer You

• Exciting varied tasks with the chance to grow a wide range of skills in an international company.
• Creative rewarding work where your impact is visible
• A dynamic stimulating and fun work environment.
• Join a talented international team full of energy and expertise
• The opportunity to gain knowledge and experience in marketing tools and platforms.
• Unlimited tea & coffee to fuel your day. Free breakfast on Mondays and fresh fruit on Thursdays!
• Free half day to enjoy your birthday.
• Discounts on Sanitas medical insurance 
• Salary:Gross salary Ticket restaurant bonus
• Permanent Contract - full-time position. 
• Hybrid position: 2 days FH
• Start date: Jan 2026

Our Office

You will be based in our fantastic Eixample office in Barcelona surrounded by a wide selection of restaurants and shops. Our diverse team along with our dynamic and youthful work environment makes working at Kaplan a truly empowering experience.

If you meet the requirements and are interested in this position please submit your application in English (résumé) along with a cover letter and your preferred salary range. 

Diversity and inclusion are important to us and were constantly working to improve these aspects. At KLG and all our brands we dont just accept our differences we fully support and celebrate them.
Were committed to equal opportunity employment regardless of race color ancestry religion sex national origin sexual orientation age citizenship marital status disability gender or gender identity or expression. We strive to be an equal-opportunity workplace.

Remote Work :

No

Employment Type :

Full-time