Customer Care Officer

Company Description

ESL Languages is the leading European study abroad agency. We have been organising language courses abroad throughout the world since 1996. Our presence is international, with more than 35 sales offices across Europe.

Beyond linguistic, cultural and geographical borders, more than 25 thousand students every year make the choice to book with ESL and make their goal of learning a language and discovering the world a reality.

ESL received many industry accolades over the years. We entered into the eternal Hall of Fame as Best European Study Abroad Agency in Europe in 2016 after winning 5 times in 6 consecutive years. This prestigious ST award is based on the votes of thousands of language schools around the world and rewards the quality counseling and high service provided by all of the ESL staff.

In 2019, ESL became part of the Kaplan Languages Group, one of the largest global chains of English language schools. ESL continues to work an independent agency within the KLG group.

**Job Description**:
We are currently looking for a **Customer Care officer** for our Italian market to complete our Customer Care team, based in Milan.

**Job overview**

The main function is to organise languages courses abroad from the offer made by the sales offices to the return back home after the stay.

**Main tasks and **responsibilities**:

- Processing 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 any special requests and complaints
- Providing personalized advice to each customer, including
- detailed information regarding every step of the language
- course, meeting the assigned deadline for each step
- Keeping up with local and international news to be informed of
- any events happening in major touristic zones
- Knowing the products and services offered by ESL perfectly
- Being flexible depending on the 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 any special projects or various administrative tasks as assigned
- Organising and planning your own work
- Communicating effectively:

- With members of the Customer Care department
- With Sales offices
- With Partner schools in English
- With clients in their mother tongue (and second language if knowledge is good enough)
- Handling customers' end of stay feedbacks and reviews
- Gathering testimonials
- Being able to redirect, up sell, cross sell to avoid changes and cancellations
- ** Support the German Market as well with all the above mentioned tasks**

**Qualifications**:
**Your professional skills**
- You have at least 2 years’ professional experience in a customer care or administrative position.
- Experience of language studies abroad is an asset
- You possess a Degree in tourism or equivalent qualification
- You are able to work in an autonomous and organised manner, with a high sense of responsibility
- You level of Italian is C2/C1 and you have a very good command English (C1). **French, German or Spanish are a plus.**:

- You possess a good knowledge of geography

**_ _**Your personal skills**
- You have great communication skills
- As a committed team player, you are flexible and have great listening abilities
- You have experience and a taste for travelling

Additional Information

What We Offer You:

- The opportunity to develop your skills in an international environment, in the exciting field of language travel
- A young and dynamic work atmosphere
- An environment where corporate ethics and sustainable development matter
- Competitive salary
- Place of work: Milan
- Start date: ASAP
- Type of contract: 7 months
- Activity rate: Full time
- 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._