We currently have an exciting opportunity for a Customer Care Specialist to join our B2C Customer Care Team based in Barcelona, Spain.
Reporting to the B2C Customer Care Manager, you will operate the day-to-day admissions operations and service functions for Kaplan International Languages as well as Alpadia programs.
You will be working with direct clients in close cooperation with Sales, Student Support, Summer camps teams, Operations, and finance teams.
Your main tasks will be:
Admissions for direct clients, ensuring you are their main point of contact after the sales staff has confirmed the booking.Entering student information onto our booking systems.Confirming bookings within our 24 working hours max policy (48h during high season) - creating invoices, booking confirmations, and visa letters when necessary.Supporting our customers with any inquiries they may have before their arrival at school via calls or emails.Collecting payments and all necessary student pre-arrival information such as parental consent forms, travel details, copy of insurance, etc., or following up accordingly.Establishing and consolidating a high level of trust between you and the customer.Helping clients navigate and understand our student portal.Managing complaints and liaising with management for escalations.Proceeding with extensions and checking availability for summer camps and adult schools if necessary.Collaborating with other Sales and Customer Care staff as well as operations, schools, and finance departments.
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