Customer Service Agent

hace 2 días

Barcelona, España EF English Live A tiempo completo
Customer Service Agent (Portuguese speaker)

EF English Live Customer Success Team is looking for an enthusiastic Customer Success Agent to join our team based in Barcelona's office.

As a Customer Service Agent, you will be responsible for ensuring that our customers engage and learn within our EF English Live platform, a platform where they learn English online.

Responsibilities:

  • Book and run 1-on-1 onboarding calls with new EF EnglishLive students.
  • Build strong coaching relationships with new customers to ensure they are striving for the right goals.
  • Proactively help to build students’ learning habits.
  • Communicate on a regular basis with EF English Live students via our omnichannel solutions (video calls, audio calls, chat, emails, etc) to ensure they are progressing and having a great experience with EF English Live.
  • Be the customer facing embodiment of our EF EnglishLive brand promise to help students “Learn English. Finally.”.
  • Be our students’ point of contact should they require support via our omnichannel solutions.
  • Ensure that the customer delivers on his payment schedule.
  • Find solutions with students to proactively avoid cancellations.
  • Investigate and escalate potential technical or teacher-related issues to our central teams and liaise with them for resolution.

The Customer Service Agent’s performance will be assessed on our students’ cancellations rate, school usage, progress, and student satisfaction.

We are consistently aiming to improve and deliver an even better customer experience. This role might therefore continuously evolve.

Requirements:

  • Native speaker Portuguese (other languages are a plus like Dutch or Polish).
  • Good communication skills in English (C1).
  • Previous experience working with the Portuguese market.
  • An obsession with providing great customer experience.
  • Excellent interpersonal skills, a natural networker who loves talking to people.
  • A love and energy for working with others – both internally and customer-facing.
  • A focus on identifying issues and blockers and resolving those.
  • You are comfortable owning issues, projects, and tasks from start to finish.
  • Above and beyond is the only way you do things.
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