Customer Experience Analyst

hace 4 semanas

Quito, Pichincha EF

Do you dream of an exciting role where your work will have a real impact on young people's futures?

EF Language Abroad
is looking for a strategic, entrepreneurial,
Customer Experience
Analyst
taking the program to the next level

The
Customer Experience
will play a vital role in delivering an exceptional journey and enhancing client satisfaction across all touchpoints. Based in the
Quito
office, you will support customers before, during, and after their experience with EF, ensuring every interaction reflects our high-quality standards. Your focus is to solve problems proactively, gather insights, and collaborate with teams to elevate the overall customer experience through a personalized, human approach.

Your main responsibilities are:
Payment Processing:

  • Collect payments from customers and ensure accuracy and timeliness.
  • Assist customers with various payment methods and address any payment-related concerns or issues.

Next Steps and Pre-Departure Information:

  • Communicate with customers to provide detailed information about the next steps after purchasing a language course.
  • Guide customers through the required documentation, such as visa applications, medical forms, and insurance requirements.
  • Ensure customers have a clear understanding of the pre-departure process, including necessary preparations and timelines.

Visa Processes:

  • Collaborate with customers to gather required visa documents and information.
  • Assist customers in completing visa applications accurately and efficiently.

Confirmation of Travel:

  • Coordinate with customers to confirm travel arrangements, including flights, accommodation, and airport transfers.
  • Ensure all necessary travel documents are provided to customers in a timely manner.
  • Address any concerns or changes in travel plans, such as rescheduling or cancellations.

Communication with Schools Abroad:

  • Establish and maintain regular communication channels with our schools abroad.

Crisis Management:

  • Act as a point of contact for customers during emergency situations or unexpected situations.
  • Collaborate with relevant parties to ensure the safety and well-being of our students abroad.
  • Provide timely updates and guidance to customers in crisis situations.

Customer Satisfaction Delivery:

  • Proactively follow up with customers to ensure their satisfaction with the entire post-sales process.
  • Address any concerns or complaints promptly and effectively, striving for resolution and customer retention.
  • Continuously seek feedback from customers to identify areas for improvement and enhance the overall customer experience.

Requirements:

  • Bachelor's degree in international relations, Administration, Tourism and related fields.
  • Knowledge in relevant software and customer relationship management (CRM) tools.
  • Proficiency in English (additional language skills are a plus).
  • Ability to manage Office Package
  • Previous experience in a customer service role, preferably in a post-sales capacity.
  • International experience is a plus.
  • Familiarity with international travel procedures, visa processes.

About EF Education First
At EF we believe that the world is better when people try to understand one another. Since 1965, we have helped millions of people see new places, experience new cultures, and learn new things about the world and about themselves. Our culturally immersive education programs—focused on language, travel, cultural exchange, and academics—turn dreams into international opportunities.

When you join EF, you join a multicultural and diverse community working across more than hundreds of schools and offices in 50 countries, all with one shared mission of opening the world through education. Whoever you are, whatever you are passionate about—we welcome you and want you to bring that to work every day. EF is proud to be an equal opportunity employer, and we are committed to inclusion and belonging across race, ethnicity, gender, age, religion, caste, parental status, identity, experience and everything else that makes you unique.

Founded in Sweden in 1965, EF has schools and offices around the world, including hubs in Boston, London, São Paulo, Tokyo, Zürich, and more. Learn more at

.
EF is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults. All posts are subject to a criminal background and reference check.

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