Customer Service Agent (Spanish speaker)

EF English Live Customer Service Team is looking for an enthusiastic Customer Service Agent to join our European team in Barcelona's office.

As a Customer Service Agent, you will be responsible for ensuring that our customers engage and learn within our EF English Live platform. English Live has lots of users per year, all of whom are looking to learn and improve their English – whether it to help them get ahead in their career; travel more or communicate with loved ones - we teach everyone. Our platform is based on over 80 academics’ research on how best to learn a language, and is loved by users worldwide. As a subsidiary of EF (Education First), we believe in opening the world through education, and through user journey optimisation, we want to give more people the ability to do that.

The Customer Service Agent is responsible for welcoming and onboarding our students to EF English Live online school, getting them set up to use the platform, helping them build strong learning habits, and supporting them all throughout their lifetime with us.

The Customer Service Agent will report to the Customer Success Manager.

The position requires working from 9 am – 19 pm, Monday to Friday including 3 days a week in our Barcelona office.

Responsibilities:

· Book and run 1-on-1 onboarding calls with new EF EnglishLive students.

· Build strong coaching relationships with new customers to ensure they are striving for the right goals.

· Proactively help to build students’ learning habits.

· Communicate on a regular basis with EF English Live students via our omnichannel solutions (video calls, audio calls, chat, emails, etc) to ensure they are progressing and having a great experience with EF English Live.

· Be the customer facing embodiment of our EF EnglishLive brand promise to help students “Learn English. Finally.”.

· Be our students’ point of contact should they require support via our omnichannel solutions.

· Ensure that the customer delivers on his payment schedule.

· Find solutions with students to proactively avoid cancelations.

· Investigate and escalate potential technical or teachers related issues to our central teams and liaise with them for resolution.

· Be our customers’ best advocate.

The Customer Service Agent’s performance will be assessed on our students’ cancellations rate, school usage, progress, and student’s satisfaction.

We are consistently aiming to improve and deliver an even better customer experience. This role might therefore continuously evolve.

Skills/Personality:

· Fluent speaker in Spanish. Other languages would be a plus

· Good communication skills in English (B2).

· An obsession with providing great customer experience.

· Excellent interpersonal skills, a natural networker who loves talking to people

· A love and energy for working with others – both internally and customer-facing.

· A focus identifying issues and blockers and resolving those.

· You are comfortable owning issues, projects, and tasks from start to finish

· Above and beyond is the only way you do things

Benefits and fun stuff:

Work in a multinational office 

Work with passionate and enthusiastic people.

28-day holidays/year.

Flexible Remuneration Plan: Private medical insurance, childcare voucher, restaurant tickets.

Career opportunities internationally.

Monthly happy hour in office & Summer & Christmas party - “no expenses spared”.

About EF Education First

At EF we believe that the world is better when people try to understand one another. Since 1965, we have helped millions of people see new places, experience new cultures, and learn new things about the world and about themselves. Our culturally immersive education programs—focused on language, travel, cultural exchange, and academics—turn dreams into international opportunities.

When you join EF, you join a multicultural and diverse community working across 600 schools and offices in 50 countries, all with one shared mission of opening the world through education. Whoever you are, whatever you are passionate about—we welcome you and want you to bring that to work every day. EF is proud to be an equal opportunity employer and we are committed to inclusion and belonging across race, ethnicity, gender identity/expression, sexual orientation, age, religion, ability, parental status, experience, and everything else that makes you unique.

Founded in Sweden in 1965, EF has schools and offices around the world, including hubs in Boston, London, Mexico City, São Paulo, Shanghai, Stockholm, Zürich, and more.

http://www.ef.com/weareef