NEW - Customer Care Specialist
NEW - Customer Care Specialist
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Job Description
Duties:
- First Point of contact for all Kaplan and Alpadia staff for new bookings or availability requests for all schools worldwide
- Ensuring that the Service Level Agreement between Kaplan and Alpadiais followed
- Coordinating with schools to support Kaplan and Alpadia clients needs and ensure customer satisfaction
- Being an effective bridge between Kaplan and Alpadia 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 Kaplan and Alpadia staff to ensure an experience of Kaplan that will build our reputation as a leader in our field
- Ensuring that the turnaround 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 Kaplan and Alpadia 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 Kaplan and Alpadia staff up to date in Salesforce
- Building strong relationships with all Kaplan and Alpadia staff and keeping in regular contact with them to drive retention
- Ensuring that refunds arising from course curtailments are discussed with Kaplan and Alpadia 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 Kaplans 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 multilingual and fastpaced 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.
Qualifications :
- 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 problemsolving 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
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
Type of contract: Permanent
Reference: KaplanBarcelona
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
