Customer Experience Specialist

EF Education First Gruppe; Toronto; On-site; CAD 45,000 - 60,000; Full time

Job summary

EF Education First is seeking a Customer Experience Specialist to enhance customer loyalty and optimize the travel experience for Group Leaders. The ideal candidate will have strong problem-solving abilities, an eye for detail, and excellent communication skills as they support pre-tour and on-tour challenges.

Qualifications

• Exceptional relationship-builder with customers and internal stakeholders.
• Ability to adapt in a fast-paced environment.
• Strong time management and organizational skills.

Responsibilities

• Manage 100+ Group Leaders and ensure their needs are met.
• Collaborate with various departments to solve customer-related issues.
• Ensure timely support to Group Leaders and maintain tour-related deadlines.

Skills

Attention to Detail

Problem-Solving

Communication Skills

Organizational Skills

Job description

Customer Experience Specialist EF Educational Tours

Full-time

Entry Level

Start Date: ASAP/July 2025

Location - Canada: Toronto, Vancouver or Montreal (Must be able to work on-site 4 days a week in any of these locations. Our offices are located centrally downtown and we offer the opportunity to WFH on Fridays only. This is not a remote role)

The Opportunity:

As a Customer Experience Specialist, you play a critical role in supporting the full lifecycle of our Group Leaders. In this customer support focused role, you’ll increase our customers’ long-term loyalty by helping to engage Group Leaders by making sure the group is fully prepared and excited to travel. You will collaborate closely with your teammates in sales, and you will act as a liaison between stakeholders across the business to ensure a beautiful customer experience throughout the full customer lifecycle. Your dedicated support and guidance will create opportunities to retain travellers, build loyalty with Group Leaders, support repeat sales conversations, and generate referrals. Success in this role will increase our total customer volume, customer repeat rate, and net promoter score. In this role, the work will involve collaborating with multiple departments to provide creative solutions to complex tour challenges, problem solving and communicating directly with Group Leaders. Your attention to detail is impeccable, you are an amazing multi-tasker and you are dedicated to finding solutions. You are a selfstarter who knows how to prioritize work to meet deadlines while problem solving critical business needs. The ideal candidate has strong sales instincts and a passion for driving deep, lasting customer relationships.

What You’ll Do:

• Work alongside Tour Consultants to manage 100+ Group Leaders and their travellers between enrollment and return from tour.

• Build relationships with customers by answering questions in a timely manner, proactively addressing departure concerns, providing tour-related expertise, and continually supporting with a positive, customer-centric attitude

• Help ensure that Group Leaders are prepared for their EF experience by highlighting requests, confirming details, meeting important deadlines, and setting expectations.

• Maintain a deep knowledge of the EF organizational map, including Operations, Travel, Sales, etc. and successfully liaise to solve pre-tour, on-tour and post-tour challenges – ensuring a beautiful customer experience

• Support Group Leaders and manage emergency situations successfully while groups are on the road

• Maintain an in-depth knowledge of our product, processes, policies, and internal systems

• Ensure Group Leaders and their travellers are meeting all tour-related deadlines

• Consult Group Leaders on their options and our policies as needed when complex situations arise

Who You Are:

• You are an exceptional relationship-builder, both with customers and internal stakeholders.

• You are flexible, with the ability to pivot quickly in a fast paced, ever-changing environment.

• You have a passion for managing details, ensuring that no request or need slips through the cracks.

• You take pride in the quality of your customers’ experiences and utilize strong listening skills to identify essential information and make sure customer needs are met.

• You can successfully balance the needs of the customer and business.

• You are excited by the opportunity to trailblaze a new role, monitoring learnings from successes and failures alike so that we can continue to develop our team structure for coming seasons.

Role Requirements:

• Strong attention to detail

• Proven problem-solving skills, with the ability to think outside the box

• Clear, concise, and adaptable communication skills in both written and verbal formats

• Superior organizational and time management skills – you know how to prioritize and manage your time effectively to maximize efficiency

About EF Education First

Some companies are in the Business of Technology.

Others are in the Business of Finance….Sports…Or Soft Drinks.

At EF, we're in a different kind of Business.

One that's a little less tangible, and a lot more important.

Because our Business, what we make, makes everything else possible.

We're in the Business of Understanding.

For over half a century we’ve been the leader in international educational programs and experiences designed to foster such understanding. Through Language, Cultural Exchange, Academic Studies, and Educational Travel, we create the kinds of immersive experiences that challenge biases, open minds, and pave the way for a more understanding world.

You’ll find our 115 offices located in some of the world’s greatest cities, and filled with smart, driven people who push each other to be better every day. And yes, we have technology, we have finance, we even have sports with our own professional cycling team. But it’s what we do with it – Building greater understanding, breaking down barriers, and creating a better world…that makes all the difference.

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