Overview EF English Live Customer Success Team is looking for an enthusiastic Customer Success agent to join our European team in Barcelona for the Italian market. As a Customer Service Agent, you will be responsible for ensuring that our customers engage and learn within our EF English Live platform. Our platform supports many users worldwide who want to learn and improve their English for career, travel, or communication with loved ones. EF Education First opens the world through education and focuses on user journey optimization to help more people learn.
The Customer Service Agent is responsible for welcoming and onboarding our students to EF English Live online school, getting them set up to use the platform, helping them build strong learning habits, and supporting them throughout their time with us. The Agent reports to the Italian Team Leader.
The position requires working from 9 am – 7 pm, Monday to Friday, including 3 days a week in our Barcelona office.
Responsibilities Book and run 1-on-1 onboarding calls with new EF English Live students.
Build strong coaching relationships with new customers to ensure they are striving for the right goals.
Proactively help to build students’ learning habits.
Communicate with EF English Live students via omnichannel solutions (video calls, audio calls, chat, emails, etc.) to ensure they are progressing and having a great experience.
Be the customer-facing embodiment of our EF English Live brand promise to help students “Learn English. Finally.”
Be our students’ point of contact for support via omnichannel solutions.
Ensure that the customer delivers on their