Customer Experience Responsible

EF Education First; Ciudad de México; Presencial; MXN 200,000 - 400,000; Jornada completa

Descripción de la vacante

A global educational organization based in Mexico City is seeking a Customer Experience Responsible who will manage travel processes and customer satisfaction for students. This role involves direct communication with clients, ensuring all documentation and arrangements are handled smoothly, and addressing any issues that arise. Ideal candidates will have a Bachelor's degree in relevant fields and experience in customer service, contributing to a rewarding work environment with opportunities for professional growth.

Servicios

Performance-based bonuses

Meal and transportation assistance

Health and dental coverage

Life insurance

Wellness programs

Formación

• Relevant Bachelor’s degree required.
• Experience in customer service, preferably post-sales.
• Familiarity with international travel procedures, visas.

Responsabilidades

• Manage customer inquiries and ensure satisfaction.
• Coordinate travel arrangements and documentation.
• Collect payments and address payment concerns.
• Maintain communication with schools abroad.
• Act in crises to ensure student safety.

Conocimientos

Customer Relationship Management

English proficiency

Office Package management

Problem-solving

Educación

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

Herramientas

CRM tools

Descripción del empleo

CUSTOMER EXPERIENCE RESPONSIBLE

Do you dream of an exciting role where your work will have a real impact on young people’s futures? EF Language Abroad is looking for a strategical, entrepreneurial, and sales driven Customer Experience Responsible taking the program to the next level! You will play a vital role in delivering an exceptional customer journey and enhancing client satisfaction across all touchpoints.

As a Customer Experience Responsible based in Polanco, you will be responsible for identifying opportunities to improve processes, supporting customers before, during, and after their experience with EF, and ensuring that every interaction reflects our high-quality standards. Your focus will be to gather insights, solve problems proactively, and collaborate with different teams to elevate the overall customer experience. This role involves direct interaction with our customers via phone, email, online platforms, and in-person—always with a personalized, human approach.

Your main responsibilities are:

• Be on top of all our students' travel requirements and provide excellent post-sales customer service and support
• Retention actions with our customers through phone, face to face, and retention’s event

Next Steps and Pre-Departure Information:

• Communicate with customers to provide detailed information about the next steps after purchasing a language course.
• Guide customers through the required documentation, such as visa applications, medical forms, and insurance requirements.
• Ensure customers have a clear understanding of the pre-departure process, including necessary preparations and timelines.

Payment Processing:

• Collect payments from customers and ensure accuracy and timeliness.
• Assist customers with various payment methods and address any payment-related concerns or issues.

Confirmation of Travel:

• Coordinate with customers to confirm travel arrangements, including flights, accommodation, and airport transfers.
• Ensure all necessary travel documents are provided to customers in a timely manner.
• Address any concerns or changes in travel plans, such as rescheduling or cancellations.

Communication with Schools Abroad:

• Establish and maintain regular communication channels with our schools abroad.

Crisis Management:

• Act as a point of contact for customers during emergency situations or unexpected situations.
• Collaborate with relevant parties to ensure the safety and well-being of our students abroad.
• Provide timely updates and guidance to customers in crisis situations.

Customer Satisfaction Delivery:

• Proactively follow up with customers to ensure their satisfaction with the entire post-sales process.
• Address any concerns or complaints promptly and effectively, striving for resolution and customer retention.
• Continuously seek feedback from customers to identify areas for improvement and enhance the overall customer experience.

Requirements:

• Bachelor’s degree in international relations, Administration, Tourism and related fields.
• Knowledge in relevant software and customer relationship management (CRM) tools.
• Proficiency in English (additional language skills are a plus).
• Ability to manage Office Package
• Previous experience in a customer service role, preferably in a post-sales capacity.
• International experience is a plus.
• Familiarity with international travel procedures, visa processes.

Why you will love working with us:

More than just a job, we offer a lifestyle. Enjoy performance-based bonuses, a welcoming international environment, energetic, and collaborative team. You'll have growth opportunities through training and seminars, plus the chance to travel internationally to attend events and visit our campuses. We value your efforts and aspirations, offering real professional development opportunities. Make a real impact by helping to break down language, cultural, and geographical barriers through education. Plus, fun activities like social events, parties, and sports. Our company provides benefits in compliance with local labor laws, offering a comprehensive package designed to support your well-being both in and out of the workplace. Benefits include meal and transportation assistance, health and dental coverage, life insurance, a partnership with Sesc, and access to wellness programs.