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 and Summer camps teams as well as Operations and finance teams.
Your main tasks will be:
Admissions for direct clients, making sure you are their main point of contact after the sales staff has confirmed the booking
Entering student information onto our booking systems
Confirm bookings within our 24 working hours max policy (48h during high season), creating invoices, booking confirmation and visa letter when necessary
Supporting our customers about any enquiry they could have before their arrival at school via calls or emails
Collecting payments as well as all necessary student pre-arrival information such as parental consent forms, travel details, copy of insurance etc or chase accordingly.
Install and consolidate high level of trust between you and the customer
Help clients navigate and understand our student portal
Manage complaints and liaise with management for escalations
Proceed with extensions and check availability for summer camps and adult schools if necessary
Collaborate with other Sales and Customer Care staff as well as operations, schools and finance departments.
Qualifications
Desired Skills, Experience & Requirements
Experience in Customer Service and/or Admissions in travel & tourism or language education industry
Professional knowledge of Microsoft Office
Spanish level required (C1/C2) with very high English. Other languages a plus
Outstanding organisational skills
Ability to prioritize effectively and to work to tight deadlines
Ability to handle customer complaints and issues in a diplomatic and sensitive manner
Experience of dealing with high volume, complex communications
Excellent written & verbal communication
Sales & Service oriented
DNI/NIE and Social Security already processed
Personal Characteristics
Passion for customer care
Demonstrate attention to detail
Ability to articulate goals and assign timelines
Cultural sensibility
Positive thinker & flexibility
Ability to remain calm under pressure
Additional Information
What we will offer you:
This is a full-time, permanent position offering:
The opportunity to develop your skills in an international environment, in the exciting field of language travel
Flexible working policy
A young and dynamic work atmosphere
An environment where corporate ethics and sustainable development matter
Discounts on medical insurance
Free language courses abroad every year
Competitive salary
Lunch vouchers
Free coffee and tea
Free breakfast on Mondays and fresh fruit on Thursdays
•
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