Customer Service Analyst

EF; Colombia; Sur place; COP 28 000 000 - 46 000 000; Plein temps

Avantages offerts par ce poste

Benefits by law

Corporate discounts

Staff referral bonus

EF Hello App

Mental health app

Résumé du poste

EF Language Abroad is looking for a Customer Experience Analyst in Bogota, Colombia. You will manage post‑sales activities, including payments, travel logistics, visa support, and coordinating with partner schools, ensuring a smooth student experience from purchase to departure.

The role emphasizes empathy, organization, and proactive problem solving, with duties spanning crisis management, satisfaction follow-up, and process improvement inside a global team.

Qualifications

• Bachelor’s degree in international relations, business, tourism, or related field.
• Experience in customer service or post-sales role.
• Proficiency in English; additional languages are a plus.
• Familiarity with international travel procedures and visa processes.
• Comfortable using CRM tools and Microsoft Office Suite.
• International experience is a plus.
• Detail-oriented, organized, and able to manage multiple demands simultaneously.
• Clear and empathetic communicator with a solution-oriented mindset.

Responsabilités

• Payment processing: Manage customer payments with accuracy and timeliness.
• Provide customers with clear next steps after purchase and guide pre‑departure requirements.
• Coordinate with customers to collect and review required visa documentation; assist applications.
• Arrange travel-related details and share confirmations in a timely manner; handle changes or cancellations.
• Maintain regular communication with partner schools abroad for alignment and issue resolution.
• Acts as a reliable point of contact in urgent/crisis situations; support student safety.

Connaissances

English proficiency

Communication skills

Organization

Multitasking

Formation

Bachelor’s degree in international relations, business, tourism, or related field

Outils

CRM tools

Microsoft Office Suite

Description du poste

Customer Experience Analyst

What if your next role actually changed lives, including your own?

At EF Language Abroad, we believe that learning a language abroad is one of the most transformative experiences a person can have. And we need passionate, driven people to help make that happen. That's where you come in.

Job Description

We’re looking for a Customer Experience Analyst to join our team in Bogota, Colombia. This is your chance to grow your career in a global company, work alongside an energetic and ambitious team, and ensure that every student we send abroad has an exceptional experience from start to finish.

You’ll be the main point of contact for our students throughout their post-sales journey: managing payments, coordinating travel logistics, supporting visa processes, and being there when it matters most. No two days look the same - just meaningful work, real impact, and a team that’s genuinely rooting for you from day one.

Your Main Responsibilities

Payment Processing

• Manage customer payments with accuracy, timeliness, and attention to detail.
• Support customers with payment methods and resolve payment‑related inquiries or issues proactively.

Next steps and pre‑departure guidance

• Provide customers with clear and structured information about next steps after purchase.
• Guide customers through pre‑departure requirements, including documentation, visa processes, insurance, and other necessary preparations.
• Ensure customers understand timelines, responsibilities, and key milestones throughout the pre‑departure journey.

Visa Support

• Coordinate with customers to collect and review required visa documentation.
• Support the completion of visa applications, ensuring accuracy and compliance with requirements.
• Escalate and follow up on complex cases when needed.

Travel Confirmation

• Coordinate travel‑related arrangements, including flights, accommodation, and airport transfers, when applicable.
• Ensure all necessary travel documents and confirmations are shared in a timely manner.
• Manage changes, cancellations, or rescheduling requests with flexibility and ownership.

Communication with Schools Abroad

• Maintain regular and effective communication with partner schools abroad to ensure alignment and issue resolution.
• Follow up on open cases and support coordination between customers and schools when needed.

Crisis Management

• Act as a reliable point of contact for customers in urgent or unexpected situations.
• Coordinate with relevant stakeholders to support student safety and well‑being abroad.
• Provide timely updates, clear guidance, and practical solutions during crisis situations.

Customer Satisfaction and Retention

• Proactively follow up with customers to ensure satisfaction across the post‑sales journey.
• Handle concerns and complaints with empathy, ownership, and a solution‑oriented mindset.
• Identify recurring issues and contribute insights to improve processes, service quality, and retention.

Continuous Improvement

• Gather customer feedback and analyze recurring pain points to identify improvement opportunities.
• Collaborate with cross‑functional teams to enhance customer journey and operational efficiency.
• Contribute to the development of best practices and service standards within the CX team.

Requirements

• Bachelor’s degree in international relations, Business Administration, Tourism, or a related field.
• Previous experience in customer service or post‑sales role is required.
• Proficiency in English. Additional language skills are a plus.
• Familiarity with international travel procedures and visa processes.
• Comfortable using CRM tools and Microsoft Office Suite.
• International experience is a plus.
• Detail‑oriented, organized, and able to manage multiple demands simultaneously.
• Clear and empathetic communicator, with a solution‑oriented mindset.

Why you will love working with us

More than just a job, we offer a career - and the benefits grow with you.

From Day One, All EF Team Members Enjoy

• Benefits by law
• Corporate benefits discounts
• Staff referral bonus (500 USD)
• EF Hello App
• Access to the Mental Health App "Foundation"

As a Customer Experience Analyst, You Also Unlock

• Global Mobile Office
• National KO recognition
• EF Summer Helper Nomination: 1 week as a group helper abroad

As you grow through our career ladder, even more doors open

• Intercontinental Famtrip nominations
• Free language courses and international training nominations
• Hub Office visits with training and networking opportunities

Benefits vary by career level and are subject to local labor laws and business eligibility criteria.

About Us

Some companies are in the business of banking. Others are in the business of shoes. Or 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. Between people. Between cultures.

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 offices and schools located in some of the world’s greatest cities, and filled with smart, driven people (over 50,000 of us) who push each other to be better every day. But it’s what we do together - building greater understanding, breaking down barriers, and creating a better world - that makes all the difference.

Founded in 1965 in Sweden, EF (Education First) is a global association of education companies that share a common mission of opening the world through education. EF has been recognized on Forbes 2025 and 2024 World’s Best Employers and 2024 Top Companies for Women lists, Fast Company’s 2025 Next Big Things In Tech, and was a 2024 App Store Award winner in Cultural Impact.

About The Team

At EF Language Abroad, we believe that the world is better when people try to understand one another. Since 1965, we’ve helped millions of students discover new places, embrace diverse cultures, and gain fresh perspectives. We’re dedicated to our mission of opening the world through education, harnessing the power of language learning to deepen the connection between people across the globe.

We offer immersive short-term and long‑term language courses and programs across different languages in the countries where they’re spoken. Through blending classroom-based lessons with interactive exercises and real‑world practice, our courses bring you to the heart of the language. Together, our global staff help students from around the world develop the language skills they need to achieve their dreams.

EF is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults. All positions are subject to a criminal background and/or reference checks, as applicable.