Customer Care Specialist B2C German Speaker Alpadia / Kaplan

Customer Care Specialist B2C German Speaker Alpadia / Kaplan

2 weeks ago Be among the first 25 applicants

Company Description

Part of Kaplan Inc., the Kaplan Languages Group (KLG) is made up of Kaplan International Languages, ESL Education, and Alpadia Language Schools. Language travel is an inspiring business sector with lots of scope for fun and creative work. Our students study from 1 week up to a full academic year and we are proud to welcome language learners from over 100 countries, ensuring a great cosmopolitan mix in our classrooms across the globe. With a network of Kaplan International Languages and Alpadia-branded schools and summer camps spanning seven countries, KLG has the largest presence of any international language school in the English-speaking world, as well as France, Germany, and Switzerland. In addition, ESL, Europe’s largest language education travel agency matches students with the right language course for them.

Job Description

We currently have an exciting opportunity for an intern Customer Care Specialist to join our B2C Customer Care Team for our German market based in Barcelona, Spain.

Reporting to the B2C Customer Care Manager, you will operate the day-to-day admissions operations and service functions for Kaplan International Languages as well as Alpadia programs. You will be working with direct clients in close cooperation with Sales, Student Support and Summer camps teams as well as Operations and finance teams.

Your main tasks will be:

1. Admissions for direct clients, making sure you are their main point of contact after the sales staff has confirmed the booking
2. Entering student information onto our booking systems
3. Confirm bookings within our 24 working hours max policy (48h during high season) – enter creating invoices, booking confirmation and visa letter when necessary
4. Supporting our customers about any enquiry they could have before their arrival at school via calls or emails
5. Collecting payments as well as all necessary student pre-arrival information such as parental consent forms, travel details, copy of insurance etc or chase accordingly.
6. Install and consolidate high level of trust between you and the customer
7. Help clients navigate and understand our student portal
8. Manage complaints and liaise with management for escalations
9. Proceed with extensions and check availability for summer camps and adult schools if necessary
10. Collaborate with other Sales and Customer Care staff as well as operations, schools and finance departments.

Desired Skills, Experience & Requirements

1. Based in Barcelona
2. Experience in Customer Service and / or Admissions in travel & tourism or language education industry
3. English and German required
4. Ability to prioritize effectively and to work to tight deadlines
5. Ability to handle customer complaints and issues in a diplomatic and sensitive manner
6. DNI / NIE and Social Security already processed
7. Personal Characteristics:
8. Passion for customer care
9. Ability to articulate goals and assign timelines
10. Positive thinker & flexibility
11. Ability to remain calm under pressure

What We Offer You

1. A dynamic and young work atmosphere
2. An environment where corporate ethics and sustainable development matter
3. Discounts on medical insurance
4. Free coffee and tea
5. Free breakfast on Mondays and fresh fruit on Thursdays

Contract: permanent contract

Activity rate: 100%

Place of work: Barcelona, Spain

PLEASE NOTE: Only applications fulfilling all criteria will be considered and only applications accepted for an interview will receive a reply.