Customer Experience Analyst
hace 7 días
CUSTOMER EXPERIENCE ANALYST
- Do you dream of an exciting role where your work will have a real impact on young people’s futures?
- EF Language Abroad is looking for a strategic, customer-centric, and data-driven Customer Experience Analyst to elevate our students' journey to the next level- 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.- 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.- 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.
- 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 hundreds of 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, age, religion, caste, parental status, identity, experience and everything else that makes you unique.-
- #LI-AJ3
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