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hace 2 meses
Position Overview:
EF Education First is seeking a dedicated Client Success Specialist to enhance our Customer Success Team, focusing on the Italian market. This role is pivotal in ensuring that our clients fully engage with and benefit from the EF English Live platform. Our platform, backed by extensive academic research, serves a diverse range of users aiming to improve their English skills for various personal and professional reasons.
As a Client Success Specialist, your primary responsibility will be to facilitate a seamless onboarding experience for our students, guiding them in utilizing the platform effectively and fostering strong learning habits throughout their journey with us.
You will report directly to the Team Leader and will be expected to work during standard business hours, with a combination of remote and in-office responsibilities.
Key Responsibilities:
· Conduct personalized onboarding sessions with new EF English Live students.
· Establish and nurture coaching relationships with clients to help them achieve their learning objectives.
· Actively support students in developing effective learning routines.
· Maintain regular communication with students through various channels (video calls, audio calls, chat, emails) to monitor their progress and enhance their experience.
· Represent the EF English Live brand by embodying our commitment to helping students achieve their English learning goals.
· Serve as the primary contact for students requiring assistance through our communication platforms.
· Ensure timely payment compliance from customers.
· Collaborate with students to find solutions that minimize cancellations.
· Report and escalate any technical or instructional issues to the appropriate teams for resolution.
· Advocate for our students' needs and experiences.
Your performance will be evaluated based on metrics such as student retention rates, platform usage, learning progress, and overall satisfaction.
Desired Skills and Attributes:
· Native proficiency in Italian.
· Proficient communication skills in English (B2 level).
· A strong commitment to delivering exceptional customer experiences.
· Excellent interpersonal skills with a natural ability to connect with others.
· Enthusiasm for collaboration, both with colleagues and clients.
· A proactive approach to identifying and resolving challenges.
· Ability to manage projects and tasks independently from inception to completion.
· A dedication to exceeding expectations in all endeavors.
Benefits:
· Work within a vibrant, multicultural environment.
· Collaborate with passionate and motivated individuals.
· Enjoy 28 days of vacation annually.
· Benefit from a flexible remuneration package, including private health insurance and meal vouchers.
· Explore international career advancement opportunities.
· Participate in monthly social events and seasonal celebrations.
