Customer Care Specialist

OverviewCompany Description: Do you like to make people dream and shine? Do you live in or near Milan? Are you passionate about languages, cultures, and travel? Would you like to share your experiences abroad with others and advise them?ESL Languages is the leading European study abroad agency. We have been organizing language courses abroad since 1996. Our presence is international, with more than 35 sales offices across Europe. More than 25 thousand students choose ESL every year to learn languages and discover the world. ESL is part of the Kaplan Languages Group since 2019, operating as an independent agency within the group.Job OverviewWe are currently looking for a Customer Care Officer (temporary position) for the Italian market to join our Customer Care team, based in Milan. The main function is to organize language courses abroad from the offer made by the sales offices to the return home after the stay.Main tasks and responsibilitiesProcessing enrolments using our internal CRM system.Managing customers’ files.Assisting customers before, during, and after their stay.Invoicing bookings and ensuring receipt of payments from customers.Collecting invoices from partner schools and validating payments.Dealing with special requests and complaints.Providing personalized advice to each customer, including detailed information for every step of the language course and meeting deadlines.Keeping up with local and international news to be informed of events in major touristic zones.Knowing the products and services offered by ESL.Being flexible depending on period, deadlines, workload, and support in other Customer Care markets and ESL departments.Being available for the department, the Customer Care Manager(s) and other employees.Assisting the manager in training.Assisting the department in reaching its objectives.Assisting with special projects or various administrative tasks as assigned.Organizing and planning your own work.Communicating effectively with members of the Customer Care department, Sales offices, Partner schools in English, and clients in their mother tongue (and a second language if knowledge is good enough).Handling customers’ end-of-stay feedback and reviews.Gathering testimonials.Ability to redirect, up-sell, and cross-sell to minimize changes and cancellations.QualificationsYour Professional SkillsProfessional experience in customer care, call center, or administrative positions.Experience in language studies abroad is an asset.Ability to work autonomously and in an organized manner, with a high sense of responsibility and accuracy.Italian speaker (C1/C2) with a very good command of English (minimum B2). Additional languages (German, Spanish and/or French) are highly valued.Good knowledge of geography.Your Personal SkillsGreat communication skills.Flexible team player with good listening abilities.Experience and a taste for traveling.Live in Milan or nearby.Additional InformationWhat We Offer YouOpportunity to develop skills in an international environment in language travel.Dynamic work atmosphere.An environment where corporate ethics and sustainable development matter.Competitive salary.Ticket restaurants.Place of work: Milan, Italy.Start date: asap.Type of contract: 9 months.Activity rate: Full-time.If you fit the profile and are interested in this position, please send your application in English (resume) along with a cover letter. Applications submitted through our online platform will be informed of the status of their application.Diversity and inclusion are important to us. We strive to be an equal-opportunity workplace regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, or gender identity or expression.#J-18808-Ljbffr