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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 an independent agency within the KLG group.
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 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
Your professional skills
Experience in language studies abroad is a plus
You are able to work in an autonomous and organized manner with a high sense of responsibility
Your mother tongue is German or you have at least a 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 skills
As a committed team player you are flexible and have great listening abilities
You have experience and a taste for traveling
What We Offer You:
Please apply with a CV in English
Full Time