B2C Customer Care Manager

Lead the team behind every great customer experience!

Reporting directly to the B2C Sales Director Europe this role leads by example and empowers our Contact Center teams coordinating daily operations distributing workloads fairly conducting quality checks acting as the main point of contact for escalations and driving continuous improvement through procedure creation and enhancement. You will motivate the team to deliver their best support key business projects and take ownership of recruitment and training to build a high-performing customer-focused team.

What Youll Do

• Ensure that the CC teams follow established procedures for each service request including logging processing and progress chasing enquiries adhering to agreed Key Performance Indicators (KPIs) SLAs and quality standards to meet and exceed customer experience standards. 

• Responsible for providing outstanding customer serviceby leading and motivating the team. 

• Make sure the CC specialists obtain all necessary student pre-arrival information such as parental consent forms travel details copy of insurance etc as well as send invoices and follow up on paymentsin the agreed timeline 

• Manage complaints and support the team in providing correct and professional replies to customers. Be the point of contact in case of escalation. 

• Identify and help improve our procedures. Be critical and aware of our student portals. 

• Recruit coach and practice performance monitoring as well as trainings of the new staff. Create new training material. 

• Regularly animateCC meetings as well as continuous training sessions. Organize one-to-one as necessary. 

• Help confirm bookings within our 24 workinghours max policy (48h during high season) if necessary- creating invoices booking confirmation and visa letter as well as support our customers about any enquiry they could have before their arrival at school 

• Participate in projects that would improve the overall customer experience 

• Compile and analyze data to be able to report on the department performance 

• Collaborate with other departments such as Sales Operations Schools and Finance departments. 

Qualifications :

Skills & Experience Youd Bring

• Successful previous team management experience

• Background in Customer Service and/or Admissions within the travel & tourism or language education industry

• Professional knowledge of Salesforce Microsoft Office and ideally CLASS

• English (essential) one additional language: Spanish Italian German or French; other languages are a plus

• Outstanding organizational skills

• Strong ability to prioritize and work effectively under tight deadlines

• Skilled in handling customer complaints with diplomacy and sensitivity

• Experience managing high-volume complex communications

• Excellent written and verbal communication skills

• Strong sales and service orientation

What Makes You Shine

• Genuine passion for customer care

• Sharp attention to detail

• Ability to articulate goals clearly and set realistic timelines

• High cultural awareness and sensitivity

• Empathetic solution-oriented mindset

• Positive attitude and flexibility in dynamic environments

• Calm and composed under pressure

• Strong motivation to deliver high-quality standards

• Confident communicator able to influence at all levels of the organization

• Excellent mentoring coaching and people management skills

Additional Information :

What We Offer You

• Creative rewarding work where your impact is visible
• Ticket restaurant
• Half day off on your birthday
• A stimulating and dynamic work environment
• Free languages courses abroad
• Unlimited tea & coffee to fuel your day. Free breakfast on Mondays and fresh fruit on Thursdays!
• Discounts on medical insurance 
• Permanent Contract - full-time position. 
• Start date: ASAP

Location

This role is based at KLGs offices in Barcelona. Kaplan uses a hybrid working model and well be asking you to join us for a minimum of three days a week in the office.

If you are interested in this position please attach your CV and cover letter in English.

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