- Customer Service
Customer Service Analyst - On Site
- EF International Language Campuses
- Associate Level
- On-site
- Full-Time
- Sao Paulo, SP, Brazil
Customer Service Coordinator – On-site
EF International Language Centers is looking for a dedicated and highly organized Customer Support Specialist to provide exceptional customer service to our students and support in administration, as part of a dynamic, fast-paced environment, joining a team of international and multicultural professionals.
The role:
As a Customer Service Agent specializing in the post-sales process of our language courses abroad, you will play a vital role in ensuring a smooth and satisfactory experience for our customers. You will be responsible for handling various post-sales tasks, including payment processing, providing detailed information about the next steps before traveling, facilitating visa processes, delivering pre-departure information, confirming travel arrangements, managing communication with schools abroad, and handling crisis situations. All of this by working with the management team ensuring overall customer satisfaction.
Responsibilities:
Payment Processing:
- Collect payments from customers and ensure accuracy and timeliness.
- Assist customers with various payment methods and address any payment-related concerns or issues.
Next Steps and Pre-Departure Information:
- Communicate with customers to provide detailed information about the next steps after purchasing a language course.
- Guide customers through the required documentation, such as visa applications, medical forms, and insurance requirements.
- Ensure customers have a clear understanding of the pre-departure process, including necessary preparations and timelines.
Visa Processes:
- Collaborate with customers to gather required visa documents and information.
- Assist customers in completing visa applications accurately and efficiently.
Confirmation of Travel:
- Coordinate with customers to confirm travel arrangements, including flights, accommodation, and airport transfers.
- Ensure all necessary travel documents are provided to customers in a timely manner.
- Address any concerns or changes in travel plans, such as rescheduling or cancellations.
Communication with Schools Abroad:
- Establish and maintain regular communication channels with our schools abroad.
Crisis Management:
- Act as a point of contact for customers during emergency situations or unexpected situations.
- Collaborate with relevant parties to ensure the safety and well-being of our students abroad.
- Provide timely updates and guidance to customers in crisis situations.
Customer Satisfaction Delivery:
- Proactively follow up with customers to ensure their satisfaction with the entire post-sales process.
- Address any concerns or complaints promptly and effectively, striving for resolution and customer retention.
- Continuously seek feedback from customers to identify areas for improvement and enhance the overall customer experience.
Requirements
- Bachelor’s degree in international relations, Administration, Tourism and related fields.
- Knowledge in relevant software and customer relationship management (CRM) tools.
- Proficiency in English (additional language skills are a plus).
- Ability to manage Office Package
- Previous experience in a customer service role, preferably in a post-sales capacity.
- International experience is a plus.
- Familiarity with international travel procedures, visa processes.
Soft Skills
- Excellent communication skills, both written and verbal, with the ability to convey complex information clearly and concisely.
- Strong organizational and multitasking abilities to manage various tasks simultaneously.
- Detail-oriented mindset with exceptional problem-solving skills.
- Crisis management is highly desirable.
- Ability to remain calm and composed in high-pressure situations.
- Willing to learn new systems.
- Being able to adapt to new changes.
If you are passionate about providing exceptional customer service and enjoy assisting individuals in their language learning journey, we would love to hear from you. Join our team and help us create memorable experiences for our customers as they explore new cultures and languages abroad.
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 more than 600 schools and offices in 84 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, age, religion, caste, parental status, identity, experience and everything else that makes you unique.
Founded in Sweden in 1965, EF has school and offices around the world, including hubs in Boston, London, Mexico City, São Paulo, Shanghai, Stockholm, Zürich, and more. Learn more at https://ef.com.
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