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.