BilingualCustomerSuccessChatSpecialist(EnglishsSpanish)EFTours PanamaCityJoinusatEFTours,adivisionofEducationFirst,inourmissiontoopentheworldthrough education.AsaBilingualCustomerSuccessChatSpecialist,you'llbepartofagrowingteamthatis dedicatedtodrivinggreaterengagementwithourcustomersonline.Youwillinteractwith customerseveryday,ensuringthattheyhaveabeautifulcustomerexperienceintheirpartnership withEF.Youwillexpandtheimpactofouronlinechatservice:answeringaccountquestionsina timelymanner,resolvingissues,andfosteringapositivecustomersentiment.Thisisanidealrole foranindividualwithstrongwrittencommunicationskills,lookingtoexcelinauniqueandgrowing hybridmodelofcustomerengagement,personalization,andreal-timeonlinecustomerservice.The position start date is on October 2024Responsibilitiesataglance:Utilizeyourknowledgeofcustomerservicetoeffectivelysupportcustomers through online chatClearlyandconciselycommandonlinecommunicationwithexistingcustomers whilefindingresolutionstoensureabeautifulcustomerexperience.Engagewithmiddleandhighschoolteachersthroughourchatplatformtoprovide supportwiththeirupcomingtrip.Buildrelationshipswithcustomersbyansweringquestions,proactivelyaddressing departureconcerns,providingtour-relatedexpertiseCreateandinnovateonchatplaybooks,testingnewstrategiesandadaptingbased onlearningsEffectivelypassconversationstoExperienceSpecialistsifadditionalfollow-upis needed.CollaborateregularlywithCustomerSuccessteammembersinBoston,Denver, and Austin to share best practicesReportonplatform,digital,andwebperformancetoexploreopportunities for improvement and innovationPreferredrequirements:1+yearsofsalesorcustomerserviceexperienceExcellentwrittenandverbalEnglishskillsExcellent attentiontodetailskillsCapacitytobalancetechnologicalandfunctionalskillswithclearandconcise communicationtocreateapositivecustomerexperienceCreativeproblem-solvingskillsComfortasanindependentself-starterwithexcitementfornewchallengesExperiencetrackingandreportingonmetricsandKPIswithinExcelOutstandingorganizationalskillsAbilitytolearnquicklyandthinkcriticallyThefollowingshiftsareavailable:Monday-Friday,8amto 5pmwitha1-hourbreakMonday-Friday,1pmto10pmwitha1-hourbreakWhy You'll Love Working Here: Perks, Benefits and Earning Potential Hybrid Model - Up to two days (Mon & Fri) working from home per week*Health and life insurance to all our staff*Network and growth opportunitiesParking facilitiesSeasonal and monthly office events including Holiday parties, Summer Party and happy hours.
*Effective after probation periodAll our Global EF BenefitsEF Product DiscountsSTEP Program – Get an experiential travel opportunity to know more about our product from the travelers' perspective.Yearly tuition reimbursement up to 1500 USD
