Customer Success Agent (German Speaker)

EF Education First; Barcelona; Presencial; EUR 28.000 - 35.000; Jornada completa

Descripción de la vacante

A global education organization in Barcelona is seeking a Customer Success Agent to support students in their learning journey on the EF English Live platform. This role focuses on onboarding, coaching, and maintaining student satisfaction. Ideal candidates are native German speakers with excellent communication skills in English and a passion for customer experience. The position offers a multicultural environment and a variety of benefits including 28 days of holiday and flexible remuneration options.

Servicios

28-day holidays/year

Flexible Remuneration Plan

Career opportunities internationally

Formación

• Native speaker in German; other languages are a plus.
• Communication skills in English at a B2 level.
• Excellent interpersonal skills and passion for customer engagement.

Responsabilidades

• Book and run onboarding calls with new students.
• Build coaching relationships to facilitate goal achievement.
• Proactively assist in developing students' learning habits.
• Regular communication with students to ensure satisfaction.

Conocimientos

Native speaker in German

Good communication skills in English

Excellent interpersonal skills

Customer experience obsession

Descripción del empleo

Overview

EF English Live Sales Team is looking for an enthusiastic Customer Success Agent to join our European team in Barcelona's office. As a Customer Service Agent, you will be responsible for ensuring that our customers engage and learn within our EF English Live platform, a platform where they learn English online. The Customer Service Agent is responsible for welcoming and onboarding our students to EF English Live online school, getting them set up to use the platform, helping them build strong learning habits, and supporting them all throughout their lifetime with us. The Customer Service Agent will report to the European Customer Success Team Leader. The position requires working from 9 am – 6 pm, Monday to Friday including 2 days a week in our Barcelona office.

Responsibilities

• Book and run 1-on-1 onboarding calls with new EF EnglishLive students.
• Build strong coaching relationships with new customers to ensure they are striving for the right goals.
• Proactively help to build students’ learning habits.
• Communicate on a regular basis with EF English Live students via our omnichannel solutions (video calls, audio calls, chat, emails, etc) to ensure they are progressing and having a great experience with EF English Live.
• Be the customer facing embodiment of our EF EnglishLive brand promise to help students “Learn English. Finally.”.
• Be our students’ point of contact should they require support via our omnichannel solutions.
• Ensure that the customer delivers on his payment schedule.
• Find solutions with students to proactively avoid cancelations.
• Investigate and escalate potential technical or teachers related issues to our central teams and liaise with them for resolution.
• Be our customers’ best advocate.

Performance and evolution

The Customer Service Agent’s performance will be assessed on our students’ cancellations rate, school usage, progress, and student’s satisfaction. We are consistently aiming to improve and deliver an even better customer experience. This role might therefore continuously evolve.

Qualifications

• Native speaker in German (other languages are a plus)
• Good communication skills in English (B2).
• An obsession with providing great customer experience.
• Excellent interpersonal skills, a natural networker who loves talking to people
• A love and energy for working with others – both internally and customer-facing.
• A focus identifying issues and blockers and resolving those.
• You are comfortable owning issues, projects, and tasks from start to finish
• Above and beyond is the only way you do things

Benefits

• Work in a multinational office (25 different nationalities).
• Work with passionate and enthusiastic people.
• 28-day holidays / year.
• Flexible Remuneration Plan : Private medical insurance, childcare voucher, restaurant tickets.
• Career opportunities internationally.
• Monthly happy hour in office & Summer & Christmas party - “no expenses spared”.