Customer Experience Analyst Job at EF Education First (Medellín)

Job Description

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, customer-centric, and data-driven Customer Experience Analyst to elevate our students' journey to the next level! You will play a vital role in delivering an exceptional customer journey and enhancing client satisfaction across all touchpoints. As a Customer Experience Analyst based in Medellín, you will be responsible for identifying opportunities to improve processes, supporting customers before, during, and after their experience with EF, and ensuring that every interaction reflects our high-quality standards. Your focus will be to gather insights, solve problems proactively, and collaborate with different teams to elevate the overall customer experience. This role involves direct interaction with our customers via phone, email, online platforms, and in-person—always with a personalized, human approach.

Job Responsibility

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

Nice to have

International experience
Additional language skills

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