As a Customer Success Agent, 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 Success 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 German Customer Success Manager.
The position requires working from 9 am – 19 pm, Monday to Friday including 2 days a week in our Barcelona Office.
Responsibilities:
Organize and host engaging onboarding webinars for new EF English Live students, providing a clear introduction to the platform’s features and available resources
Ensure that the customer delivers on his payment schedule.
Find solutions with students to proactively avoid cancelations.
Be our students’ point of contact should they require support via our omnichannel solutions (video calls, audio calls, chat, emails, etc). to ensure they have a great experience with EF English live.
Be the customer facing embodiment of our EF EnglishLive brand promise to help students “Learn English. Finally.”
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 German (other languages are a plus)
Advanced 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
Benefits and fun stuff:
Work in a multinational office (25 different nationalities).
Work with passionate and enthusiastic people.
28-day holidays/year.
Flexible Remuneration Plan: Private medical insurance, childcare voucher, restaurant tickets.
Career opportunities internationally.
Monthly happy hour in office & Summer & Christmas party