EF English Live Sales Team is looking for enthusiastic Customer Service Agents to join our European team in Barcelona's office for our Spanish, French, Germany and Italian markets.

As a Customer Service Agent (internally called Learning Mentor), you will be responsible for ensuring that our customers engage and learn within our EF English Live platform, a platform where they learn English online.

The Customer Service Agent is responsible for welcoming and onboarding our students to EF English Live online school, getting them set up to use the platform, helping them build strong learning habits, and supporting them all throughout their lifetime with us.

The Customer Service Agent will report to the European Customer Success Team Leader.

The position requires working from 9 am – 19 pm, Monday to Friday including 3 days a week in our Barcelona office.

• Book and run 1-on-1 onboarding calls with new EF EnglishLive students.
• Build strong coaching relationships with new customers to ensure they are striving for the right goals.
• Proactively help to build students’ learning habits.
• Communicate on a regular basis with EF English Live students via our omnichannel solutions (video calls, audio calls, chat, emails, etc) to ensure they are progressing and having a great experience with EF English Live.
• Be the customer facing embodiment of our EF EnglishLive brand promise to help students “Learn English. Finally.”.
• Be our students’ point of contact should they require support via our omnichannel solutions.
• Ensure that the customer delivers on his payment schedule.
• Find solutions with students to proactively avoid cancelations.
• Investigate and escalate potential technical or teachers related issues to our central teams and liaise with them for resolution.
• Be our customers’ best advocate.

The Customer Service Agent’s performance will be assessed on our students’ cancellations rate, school usage, progress, and student’s satisfaction.

We are consistently aiming to improve and deliver an even better customer experience. This role might therefore continuously evolve.

Skills/Personality

• Native speaker in one of the following languages: Spanish, French, German or Italian (must be able to connect with a diverse range of individuals via telephone)
• Good communication skills in English (B2).
• An obsession with providing great customer experience.
• Excellent interpersonal skills, a natural networker who loves talking to people
• A love and energy for working with others – both internally and customer-facing.
• A focus identifying issues and blockers and resolving those.
• You are comfortable owning issues, projects, and tasks from start to finish
• Above and beyond is the only way you do things