Customer Service Representative

Há 4 dias

São Paulo, São Paulo, Brasil EF Education First Tempo inteiro
Customer Service Coordinator

EF Education First is seeking a dedicated and highly organized Customer Service Coordinator to provide exceptional customer service to our students and support in administration, as part of a dynamic, fast-paced environment, working with a team of international and multicultural professionals.

Key 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.

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