CUSTOMER CARE SPECIALIST

Every year, Kaplan International Languages (KIL) helps over 50,000 students from more than 150 countries to develop and improve their English language skills. With a network of schools spanning 4 countries, KIL has the largest presence of any international language school in the English-speaking world. Our schools are in vibrant, sought-after and convenient locations, providing our students with the right environment to achieve their goals. We offer a wide selection of courses from General English and exam courses through to 8-month intensive programs. Our recommendation rate currently stands at 96%.

As part of Kaplan Inc., KIL is proud to share in the Kaplan tradition of academic excellence, standing alongside other established education institutions like Kaplan Financial, Kaplan International Pathways, Kaplan Test Prep and Kaplan Professional. Kaplan Inc., which is owned by Graham Holdings, is one of the world’s largest providers of education and training. It has an 80-year history of expanding access to academic opportunity and global revenues of more than US$2 billion.

About ESL

ESL is the leading European agency, specialised in recruiting and placing students in language and education programmes around the world. ESL is part of the Kaplan Language Group since 2019 and represents KIL schools in key European markets such as Switzerland, France, Germany, Italy or Spain.

Job Description

Due to the business expansion, our team is growing, and we are now looking for an ambitious Client Services Executive with a keen interest in international education.

Requirements:

Excellent organisational and analytical skills

Ability to prioritise and plan work effectively under tight deadlines, under pressure and with competing priorities

Outstanding attention to detail

Ability to learn independently and to master and apply new knowledge and skills quickly

Commitment to the highest standards of customer service

Detailed understanding of both internal and external admissions policies and procedures

Excellent team skills and the ability to work without close supervision

Strong problem-solving skills and ability to think on ones feet

Excellent oral, written and communication skills

Flexible and enthusiastic approach to all tasks undertaken

Multicultural outlook and interest in working with international students

Excellent data entry, IT skills and competence with Microsoft packages including

Word, Excel, Outlook and PowerPoint

Level C1/C2 of the English language. Any other language is considered a plus

You are living in Barcelona

NIE and Social security are needed

Duties:

First Point of contact for all ESL staff for new bookings or availability requests for all schools worldwide

Ensuring that the Service Level Agreement between Kaplan and ESL is followed

Coordinating with schools to support ESL clients’ needs and ensure customer satisfaction

Being an effective bridge between ESL and schools, promoting collaboration and ensuring satisfaction on both sides

Processing bookings and sending/requesting documents

Ensuring that excellent customer service is given to all ESL staff, to ensure an experience of Kaplan that will build our reputation as a leader in our field

Ensuring that the turn-around time of 24 hours for enquiries is adhered to

Following up on all problems and complaints within 24 hours

Providing efficient, friendly and proactive customer service to ESL and school personnel, by giving detailed advice and information on locations, courses and services offered at our worldwide adult and junior schools

Helping to keep the contact details of all ESL staff up to date in Salesforce

Building strong relationships with all ESL staff and keeping in regular contact with them to drive retention

Ensuring that refunds arising from course curtailments are discussed with ESL first and if agreed are processed promptly and correctly

Utilise Salesforce CRM System as well as various internal systems and databases to manage bookings

Develop own knowledge of Kaplan’s products to answer questions quickly and in full

Attending meetings and working together with the team to improve service levels

About you:

You will be passionate about international education, fluent in English (written and spoken) and have good cultural understanding. Any further language would also be of advantage. You will be performance driven and enjoy the challenge of a busy, international, multi-lingual and fast-paced office environment. You will have had some experience providing administrative support in a corporate sales environment and be comfortable working to tight deadlines while managing competing priorities.

Additional Information

What we offer you

The opportunity to develop your skills in an international environment

A first experience in the exciting field of language travel

A dynamic work atmosphere

Ticket Restaurant

Free coffee and tea

Breakfast on Mondays and Fruit on Thursdays

Language courses

Medical insurance (optional)

Flexibility policy

Corporate ethics oriented sustainable development

Place of work: Barcelona

Start date: May, 2nd 2023

Type of contract: Permanent and discontinuous

Reference: Kaplan_Barcelona

Your role will involve managing all related administrative tasks and business processes to complete the student booking processes, dealing with any issues raised throughout the students experience with Kaplan, and helping the sales teams maximise revenue generation and growth.

What we offer you

The opportunity to develop your skills in an international environment

A first experience in the exciting field of language travel

A dynamic work atmosphere

Ticket Restaurant

Free coffee and tea

Breakfast on Mondays and Fruit on Thursdays

Language courses

Medical insurance (optional)

Flexibility policy

Corporate ethics oriented sustainable development

Place of work: Barcelona

Start date: May, 2nd 2023

Type of contract: Permanent and discontinuous

Reference: Kaplan_Barcelona