Customer Care Specialist (fixed term)
We are currently looking for a Customer Care officer (temporary position) for our Italian market to complete our Customer Care team, based in Milan.
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.
Qualifications
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.
Additional Information
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
- Competitive salary
- 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