B2C Customer Care Specialist

hace 3 semanas

España Kaplan International A tiempo completo

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 student’s 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 schoolsand 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 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) – enter 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
- German 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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