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Customer Experience Responsible

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EF Education First

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Location:
Mexico , Mexico City

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Category:
Customer Service

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Contract Type:
Not provided

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Salary:

Not provided
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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 strategical, entrepreneurial, and sales driven Customer Experience Responsible taking the program 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 Responsible based in Polanco, 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:

  • Be on top of all our students' travel requirements and provide excellent post-sales customer service and support
  • Retention actions with our customers through phone, face to face, and retention’s event
  • 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
  • Collect payments from customers and ensure accuracy and timeliness
  • Assist customers with various payment methods and address any payment-related concerns or issues
  • 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
  • Establish and maintain regular communication channels with our schools abroad
  • 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
  • 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
What we offer:
  • Performance-based bonuses
  • Welcoming international environment
  • Energetic and collaborative team
  • Growth opportunities through training and seminars
  • Chance to travel internationally to attend events and visit our campuses
  • Real professional development opportunities
  • Fun activities like social events, parties, and sports
  • Meal and transportation assistance
  • Health and dental coverage
  • Life insurance
  • Partnership with Sesc
  • Access to wellness programs

Additional Information:

Job Posted:
December 31, 2025

Employment Type:
Fulltime
Work Type:
On-site work
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