C Customer Care Specialist
hace 1 mes
Company Description
Part of Kaplan Inc., the Kaplan Languages Group (KLG) is made up of Kaplan International Languages, ESL Education, and Alpadia Language Schools. Language travel is an inspiring business sector with lots of scope for fun and creative work. Our students study from 1 week up to a full academic year, and we are proud to welcome language learners from over 100 countries, ensuring a great cosmopolitan mix in our classrooms across the globe. With a network of Kaplan International Languages and Alpadia-branded schools and summer camps spanning seven countries, KLG has the largest presence of any international language school in the English-speaking world, as well as France, Germany, and Switzerland. In addition, ESL, Europe's largest language education travel agency, matches students with the right language course for them.
Job Description
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, and 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, and copy of insurance, 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.
Qualifications Desired Skills, Experience & Requirements
Experience in Customer Service and/or Admissions in travel & tourism or language education industry. Professional knowledge of Microsoft Office. Italian level required (C1/C2) with very high English. Other languages are a plus. Ability to prioritize effectively and work to tight deadlines. Ability to handle customer complaints and issues in a diplomatic and sensitive manner. Experience in dealing with high volume, complex communications. Sales & Service oriented. NIE and Social security already processed.
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