Customer Experience Specialist

EF International Language Campuses (a division of EF Education First)

Cambridge, MA, USA

We are looking for a self-starter with amazing attention to detail to help our customers have an incredible experience before, during and after their course at an EF International Language Campus in Europe, Asia, or Latin America.

As a Customer Experience Specialist, you will support American students and parents from the time of enrollment until the student returns to make sure every aspect of their course is seamless and positive. Our customers range from young teens to retirees and everything in between, so you will need to provide fantastic service to an array of customers.

As a Customer Experience Specialist, you will work alongside our sales team to increase customer retention and satisfaction. Additionally, you will maintain close relations with our global operations colleagues at our 12 campuses abroad to ensure prepared student arrivals, to implement course modifications, and to find solutions for any on-program issues. You will also occasionally support the marketing team through promotional initiatives, materials management, event coordination and more.

If your idea of fun involves helping students and changing their lives, we would like to get to know you! You will be part of a quality oriented multi-skilled sales team that believes that nothing is impossible. If you like bringing results, you would like to start an international career and you are passionate about education and traveling, apply!

Key Responsibilities:

• Serve as main point of contact for students enrolled in programs as well as their parents
• Manage pre-departure enquiries, course modifications and program complaints to ensure high levels of customer satisfaction
• Communicate with global operations colleagues at campuses abroad to prepare for student arrival and reach solutions for any on-program modifications or issues.
• Manage and collect course payments
• Ensure all necessary forms and paperwork are collected
• Help students obtain any necessary visas and study permits
• Collaborate in customer retention through emailing, phone calls and online meetings
• Coordinate flight and travel details
• Manage team materials for fairs, events and distributions
• Support sales team with email and text marketing
• Indirect sales through up-sell
• Upload leads and maintain database
• Continuously manage and prioritize multiple tasks and work efficiently under pressure.
• Work as a team-player to best respond to customer needs.
• Consistently demonstrate a positive attitude in approaching challenging situations.
• Be eager to take the lead and use all the tools at your disposal to help our customers travel on a language course abroad.
• Develop and promote relationship building activities, including fairs and exhibitions.
• Flexibility to work weekly Pacific Standard Time shifts and occasional weekend coverage. Extra hours as needed.

Requirements

• Bachelor’s Degree
• Previous office internship experience desirable
• Strong attention to detail
• Customer-centric approach
• Comfortable leading difficult conversation by phone
• Goal oriented
• Problem solving mentality
• Creative with an entrepreneurial mindset
• Self-motivated and ambitious, strong ability to manage and complete projects with minimal direction
• Ability to prioritize, meet challenging deadlines and perform under pressure
• Travel to meet prospective students throughout the year
• Study abroad experience is preferred
• Bilingual in Spanish is a huge plus!

Benefits

• Robust professional growth opportunities including monthly trainings, workshops, and inspiring talks with global leaders and experts
• Four weeks paid vacation your first year, ten paid holidays and two floating holidays
• 25% company match on your 401(k)
• Excellent medical, dental, and vision coverage, along with life and disability insurance
• Opportunities for international and domestic travel
• Wellness benefits and a yearly fitness reimbursement
• EF program discounts including travel, language schools, childcare, and more
• Dependent care, healthcare, and commuter flexible spending accounts (FSAs)
• Discounts at local venues and businesses

About EF Education First

At EF we believe that the world is better when people try to understand one another. Since 1965, we have helped millions of people see new places, experience new cultures, and learn new things about the world and about themselves. Our culturally immersive education programs—focused on language, travel, cultural exchange, and academics—turn dreams into international opportunities.

When you join EF, you join a multicultural and diverse community working across more than 600 schools and offices in 50 countries, all with one shared mission of opening the world through education. Whoever you are, whatever you are passionate about—we welcome you and want you to bring that to work every day. EF is proud to be an equal opportunity employer and we are committed to inclusion and belonging across race, ethnicity, gender, age, religion, caste, parental status, identity, experience and everything else that makes you unique.

Founded in Sweden in 1965, EF has schools and offices around the world, including hubs in Boston, London, Mexico City, São Paulo, Shanghai, Stockholm, Zürich, and more. Learn more at https://www.ef.com.