B2b Customer Care Assistant Manager
hace 2 semanas
Company Description
Alpadia Language Schools is a Swiss company with an international vision, devoted to excellence in teaching languages to enrich students' futures. Inspired by our multifaceted and multilingual country, we create an unparalleled student experience encouraging language development through immersion.
Present in Switzerland, France, Germany and England, we create a vibrant environment to foster connections, enhance experience and inspire imagination. Renamed in 2014, Alpadia benefits from the heritage of ESL Language Schools’ two decades of experience in language education. Alpadia Language Schools offers all year round courses for adults and summer camp junior programs in Switzerland, France, Germany and England. Each year, our schools welcome more than 6,000 students from all over the world.
Alpadia became a part of one the world´s leading education providers, Kaplan, in July 2019 and we are very proud to be part of this new family.
Inspire your future. Become an Alpadian
**Job Description**:
We currently have an exciting opportunity for a B2B Customer Care Assistant Manager to join our team based in Barcelona, Spain.
Working in collaboration with the B2B Customer Care Manager, you will assist in overseeing and ensuring the effective operation of the Customer Care team for study abroad agencies, in close partnership with internal departments including Student Support, Academic, Sales, Finance and Operations
Your main tasks will be:
**Assisting Management of the Customer Care Team**
- Analyzing operational efficiency and identifying areas for improvement
- Preparing reports and conducting quality checks
- Assisting the Customer Care Manager in preparing and delivering training for seasonal staff
- Overseeing team workload and effectively distributing tasks accordingly
- Handling B2B issues and complaints referred by Customer Care Specialists, schools or agents and approving the resolutions, in consultation with the Customer Care Manager
**Admissions for study abroad key agencies**
- Checking availability and confirming bookings, working closely with Student Support staff in each school
- Supporting our agent network with any enquiries they may have before their students´ arrival at school
- Point of contact between the schools and agents for any post-arrival issues
- Maintaining up-to-date knowledge about our schools and destinations
**Qualifications**:
**Requirements**:
- NIE
- Based in Barcelona
- Previous experience within an Admissions/Customer Care department in the international education or travel industry
- Professional knowledge of Microsoft Office
- Fluent in English, other languages a plus
**Personal Characteristics**
- Outstanding organizational skills
- Demonstrate attention to detail
- Excellent written & verbal communication
- Ability to work within a complex procedural framework
- Cultural sensibility
- Passion for Customer Service
- Open & Positive thinker
- Ability to prioritize effectively and to work to tight deadlines
- Ability to remain calm under pressure
- Flexibility with working hours during periods of high demand
- Experience of dealing with high volume communications
- Ability to handle customer complaints and issues in a diplomatic and sensitive manner
Additional Information
**What we offer you**
- Highly varied tasks and a chance to develop a wide range of skills in an international company
- Creative and rewarding work
- A stimulating and dynamic work environment
- Autonomy at work and regular contact with teams in Switzerland, Germany, France and England
**Contract**:Indeterminate contract
**Activity rate**: 100%
**Place of work**:Barcelona, Spain
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