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Client: EF Education First

Location: Barcelona, Spain

Job Category: Other

EU work permit required: Yes

Job Views: 2

Posted: 25.04.2025

Expiry Date: 09.06.2025

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 – 19 pm, Monday to Friday including 3 days a week in our Barcelona office.

1. Book and run 1-on-1 onboarding calls with new EF English Live students.
2. Build strong coaching relationships with new customers to ensure they are striving for the right goals.
3. Proactively help to build students’ learning habits.
4. 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.
5. Be the customer facing embodiment of our EF English Live brand promise to help students “Learn English. Finally.”
6. Be our students’ point of contact should they require support via our omnichannel solutions.
7. Ensure that the customer delivers on his payment schedule.
8. Find solutions with students to proactively avoid cancellations.
9. Investigate and escalate potential technical or teacher-related issues to our central teams and liaise with them for resolution.
10. Be our customers’ best advocate.

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

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

1. About EF English Live in Barcelona.
2. Work in a multinational office (25 different nationalities).
3. Work with passionate and enthusiastic people.
4. 28-day holidays/year.
5. Flexible Remuneration Plan: Private medical insurance, childcare voucher, restaurant tickets.
6. Career opportunities internationally.
7. Monthly happy hour in office & Summer & Christmas party - “no expenses spared.”