Customer Service Analyst

Education First; Colombia; On-site; COP 32,000,000 - 45,000,000; Full time

Benefits offered by this job

Benefits by law

Corporate benefits discounts

Staff referral bonus (500 USD)

Job summary

Education First in Bogote1, Colombia seeks a Customer Experience Analyst to manage post-sales processes for students and coordinate travel logistics. You will handle payments, visa support, and pre-departure guidance while ensuring clear communication with partner schools abroad.

The role emphasizes crisis management, customer satisfaction, and continuous improvement within a global education network. Fluency in English and CRM proficiency are required.

Qualifications

• Bachelor’s degree in a relevant field and international exposure is preferred.
• Experience in customer service or post-sales roles is required.
• Strong written and spoken English with clear communication.

Responsibilities

• Handle post-sales CX for students, including payments and logistics.
• Coordinate visa processes, travel arrangements, and pre-departure guidance.
• Maintain communication with partner schools and crisis management readiness.
• Support customer satisfaction, issue resolution, and process improvements.

Skills

English proficiency

Communication skills

Organizational skills

CRM tools experience

Travel procedures familiarity

Education

Bachelor’s degree in international relations, Business Administration, Tourism, or related field

Tools

CRM tools

Microsoft Office Suite

Job description

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.

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. Depending on your level, you may also unlock:

• 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.

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