Customer Experience Analyst

CUSTOMER EXPERIENCE ANALYST Do you dream of an exciting Sales role where your work will have a real impact on people's futures?EF Language Abroad is looking for a strategical, entrepreneurial, and sales driven Customer Experience Analyst taking the program to the next levelYou will play a vital role in delivering an exceptional customer journey and enhancing client satisfaction across all touchpoints.As a Customer Experience based in São Paulo , you will be responsible for identifying opportunities to improve processes, supporting customers before, during, and after their experience with EF, and ensuring that every interaction reflects our high-quality standards.Your focus will be to gather insights, solve problems proactively, and collaborate with different teams to elevate the overall customer experience.This role involves direct interaction with our customers via phone, email, online platforms, and in-person—always with a personalized, human approach.Your main responsibilities are: 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.Why you will love working with us: More than just a job, we offer a lifestyle.A welcoming international environment, energetic and collaborative team.You'll have growth opportunities through training and seminars, plus the chance to travel internationally to attend events and visit our campuses.We value your efforts and aspirations, offering real professional development opportunities.Make a real impact by helping to break down language, cultural, and geographical barriers through education.Plus, fun activities like social events, parties, and sports.Our company provides benefits in compliance with local labor laws, offering a comprehensive package designed to support your well-being both in and out of the workplace.Benefits include meal and transportation assistance, health and dental coverage, life insurance, a partnership with Sesc, and access to wellness programs.