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Company Description

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 as an independent agency within the KLG group.

Job Description

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 language courses abroad from the offer made by the sales offices to the return back home after the stay.

Main tasks and responsibilities:

1. Processing enrolments using our internal CRM system
2. Assisting customers before, during and after their stay
3. Invoicing bookings and ensuring receipt of payments from customers
4. Collecting invoices from Partner schools and validating payments
5. Dealing with any special requests and complaints
6. Providing personalized advice to each customer, including detailed information regarding every step of the language course, meeting the assigned deadline for each step
7. Keeping up with local and international news to be informed of any events happening in major touristic zones
8. Knowing the products and services offered by ESL perfectly
9. Being flexible depending on the period, deadlines, workload and support in other Customer Care markets and ESL departments
10. Being available for the department, the Customer Care manager(s) and other employees
11. Assisting the manager in training
12. Assisting the department in reaching its objectives
13. Assisting with any special projects or various administrative tasks as assigned
14. Organising and planning your own work
15. Communicating effectively with members of the Customer Care department, Sales offices, Partner schools in English, and clients in their mother tongue (and second language if knowledge is good enough)
16. Handling customers' end of stay feedbacks and reviews
17. Gathering testimonials
18. Being able to redirect, up sell, cross sell to avoid changes and cancellations

Your Professional Skills

1. Experience of language studies abroad is a plus
2. You are able to work in an autonomous and organized manner, with a high sense of responsibility
3. Your mother tongue is German or you have at least a C2 / C1 level and you have a very good command of English (C1)
4. You possess a good knowledge of geography

Your Personal Skills

1. You have great communication skills
2. As a committed team player, you are flexible and have great listening abilities
3. You have experience and a taste for traveling

What We Offer You:

This is a full-time position based in Barcelona. You will be fully supported in your role with ongoing coaching and training from your colleagues and managers.

A chance to work in the headquarters of KLG in a prime location in Barcelona

The opportunity to gain knowledge and experience in marketing tools and platforms

The opportunity to develop your skills in an international environment, in the exciting field of language travel

A dynamic work atmosphere

Free breakfast on Monday and fresh fruit every Thursday.

Free coffee & milk

Discounts with Sanitas medical insurance

Place of work: Barcelona

Type of contract: permanent

Activity rate: Full time

Please apply with a CV in English.

Seniority level: Entry level

Employment type: Full-time

Job function: Marketing, Public Relations, and Writing / Editing