Customer Care Specialist

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? 
A new professional challenge awaits you at ESL 

ESL Languages is the leading European study abroad agency. We have been organizing 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 as an independent agency within the KLG group.

We are currently looking for a Customer Care officer for our Italian market to complete our Customer Care team, based in Milan. Belonging to protected categories (Law 68/99) art. 1 is required.

Job Overview:

The main function is to organize language 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 with 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.
• Organizing and planning your own work.
• Communicating effectively with members of the Customer Care department, with Sales offices, with Partner schools in English, and with clients in their mother tongue (and second language if knowledge is good enough.)
• Handling customers' end-of-stay feedback and reviews.
• Gathering testimonials.
• Being able to redirect, up-sell, and cross-sell to avoid changes and cancellations.

Your professional skills

• You have professional experience in customer care, call center or an administrative position.
• Experience in language studies abroad is an asset.
• You are able to work in an autonomous and organized manner, with a high sense of responsibility and accuracy.
• You are an Italian speaker (C1/C2) and you have a very good command of English (minimum level required: B2). An additional language would be highly valued (German, Spanish and/or French).
• 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 traveling.
• You live in Milan or close by.

What We Offer You:

• The opportunity to develop your skills in an international environment, in the exciting field of language travel
• A dynamic work atmosphere
• An environment where corporate ethics and sustainable development matter
• Ticket restaurants
• Place of work: Milan (Italy)
• Start date: asap 
• Type of contract: 9 months contract
• Activity rate: Full-time

If you fit the profile and are interested in this position, please send us your application file in English (résumé) along with a cover letter. Please note that only applications received through our online platform will be informed of the status of their application.

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