Customer Care Specialist _ Italian Speaker

Company Description
Love languages, travel, and discovering new cultures?
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Kaplan Language Group (KLG) is made up of three businesses: Kaplan International Languages, Alpadia Language Schools and ESL Education. All are recognized leaders in the educational travel sector, committed to offering high-quality, immersive language learning to students from over 100 countries.

KLG is part of Kaplan Inc., which was founded in 1938 by Stanley Kaplan, a teacher and pioneer, who provided tutoring services to help students from poorer backgrounds get to university. Today, Kaplan delivers a range of programs and services, helping students from many walks of life and countries to achieve their career goals through education. The parent company of Kaplan is Graham Holdings.

In 2019, our English language business joined forces with ESL Education, a well-established language travel agency, and Alpadia Language Schools, a group of schools offering French and German language programs to adults and junior learners, and summer English programs for teenagers. With our combined expertise and experience in the sector, it is our mission to provide the very best experience to the customers who choose to travel and learn with us.

Job Description
We currently have an exciting opportunity for a
Customer Care Specialist – Italian Market
to join our
B2C Team in Barcelona
.

You'll be at the heart of our operations for the Italian market, ensuring students have an outstanding experience from the moment their booking is confirmed. Working closely with Sales, Student Support, Summer Camps, Operations, and Finance teams, playing a key role in keeping our admissions processes smooth, efficient, and student-focused.

What You'll Do

• Serve as the main point of contact for direct clients after their booking is confirmed
• Enter student information into our booking systems accurately and efficiently
• Confirm bookings within our 24-hour policy (48h during high season), including invoicing, booking confirmation, and visa letters when needed
• Support customers with any enquiries before their arrival via phone or email
• Collect payments and all necessary pre-arrival information, such as parental consent forms, travel details, and insurance, following up as needed
• Build and maintain a high level of trust with customers
• Help clients navigate and understand our student portal
• Manage complaints and liaise with management for escalations
• Assist with extensions and check availability for summer camps and adult courses if necessary
• Collaborate closely with Sales, Customer Care, Operations, Schools, and Finance teams

Qualifications

Skills & Experience You'd Bring

• Experience in Customer Service and/or Admissions, ideally in travel, tourism, or language education
• Proficient in Microsoft Office Suite
• Native-level Italian and strong English; additional languages are a plus
• Sharp analytical and problem-solving skills to drive results
• Ability to prioritise tasks and manage high-volume communications
• Excellent written and verbal communication
• Customer-centric mindset

What Makes You Shine

• Passionate about delivering exceptional customer care
• Detail-oriented with strong organisational skills
• Clear communicator, able to set goals and timelines
• Culturally sensitive and adaptable
• Positive, flexible, and resilient under pressure
• Skilled at resolving customer issues diplomatically and effectively

Additional Information

What We Offer You

• Exciting, varied tasks with the chance to grow a wide range of skills in an international company.
• Creative, rewarding work where your impact is visible
• A dynamic, stimulating, and fun work environment
• Join a talented, international team full of energy and expertise
• Autonomy in your role with regular collaboration across other markets.
• Unlimited tea & coffee to fuel your day. Free breakfast on Mondays and fresh fruit on Thursdays
• Discounts on medical insurance
• Permanent Contract - full-time position.
• Start date: ASAP

Our Office
You will be based in our fantastic Eixample office in Barcelona
, surrounded by a wide selection of restaurants and shops. Our diverse team, along with our dynamic and youthful work environment, makes working at Kaplan a truly empowering experience.

If you meet the requirements and are interested in this position, please submit your application in English (résumé), along with a cover letter and your preferred salary range.

*Diversity and inclusion are important to us, and we're constantly working to improve these aspects. At KLG and all our brands, we don't just accept our differences, we fully support and celebrate them.

We're committed to equal opportunity employment regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, or gender identity or expression. We strive to be an equal-opportunity workplace.*