Job description
Company Description
ESL Languages is the leading European study abroad agency. We have been organizing language courses abroad throughout the world since 1996. Our presence is international, with more than 35 sales offices across Europe.
Beyond linguistic, cultural, and geographical borders, more than 25 thousand students every year make the choice to book with ESL and make their goal of learning a language and discovering the world a reality.
ESL received many industry accolades over the years. We entered into the eternal Hall of Fame as Best European Study Abroad Agency in Europe in 2016 after winning 5 times in 6 consecutive years. This prestigious ST award is based on the votes of thousands of language schools around the world and rewards the quality counseling and high service provided by all of the ESL staff.
In 2019, ESL became part of the Kaplan Languages Group, one of the largest global chains of English language schools. ESL continues to work as an independent agency within the KLG group.
Job Description
Passionate about travel, languages and helping people grow?
We are currently looking for someone for our German & Austrian markets, based in our HQ in Barcelona.
In this role, every day feels global. As our Customer Care Officer, you’ll guide students through their study-abroad experiences. The main function is to organise languages courses abroad from the offer made by the sales offices to the return back home after the stay. Where your job is literally helping others explore the world.
Main tasks and responsibilities:
- Processing enrolments using our internal CRM system
- Managing customers’ files
- Assisting customers before, during and after their stay
- Invoicing bookings and ensuring receipt of payments from customers
- Collecting invoices from Partner schools and validating payments
- Dealing any special requests and complaints
- Providing personalized advice to each customer, including detailed information regarding every step of the language course, meeting the assigned deadline for each step
- Keeping up with local and international news to be informed of any events happening in major touristic zones
- Knowing the products and services offered by ESL perfectly
- Being flexible depending on the period, deadlines, workload and support in other Customer care markets and ESL departments
- Being available for the department, the Customer Care manager(s) and other employees
- Assisting the manager in training
- Assisting the department in reaching its objectives
- Assisting with any special projects or various administrative tasks as assigned
- Organising and planning your own work
- Communicating effectively:
- With members of the Customer Care department
- With Sales offices
- With Partner schools in English
- With clients in their mother tongue (and second language if knowledge is good enough)
- Handling customers’ end of stay feedbacks and reviews
- Gathering testimonials
- Being able to redirect, up sell, cross sell to avoid changes and cancellations
Qualifications
Skills & Experience You’d Bring
- Your German is at least a C2/C1 level and you have a very good command of English (B2) additional languages are a bonus.
- Well-organized, autonomous, and responsible, with a solid understanding of geography.
- Comfortable managing high-volume communications and prioritizing tasks effectively.
- Proficient in Microsoft Office Suite.
- Experience of language studies abroad is a plus.
What Makes You Shine
- A customer-first mindset and proactive approach to challenges.
- Passion for delivering outstanding service and creating great experiences.
- Ggreat listening abilities, positive, flexible, and resilient, thriving in a collaborative team environment.
- Skilled at handling customer issues diplomatically and effectively.
- Enthusiastic about travel and exploring new destinations.
Additional Information
What We Offer You
- Exciting, varied tasks with the chance to grow a wide range of skills in an international company.
- Creative, rewarding work where your impact is visible
- A dynamic, stimulating, and fun work environment.
- Join a talented, international team full of energy and expertise
- The opportunity to gain knowledge and experience in marketing tools and platforms.
- Unlimited tea & coffee to fuel your day. Free breakfast on Mondays and fresh fruit on Thursdays!
- Free half day to enjoy your birthday.
- Discounts on Sanitas medical insurance
- Salary: Gross salary + Ticket restaurant + bonus
- Permanent Contract - full-time position.
- Hybrid position: 2 days FH
- Start date: Jan, 2026
Our Office
You will be based in our fantastic Eixample office in Barcelona, surrounded by a wide selection of restaurants and shops. Our diverse team, along with our dynamic and youthful work environment, makes working at Kaplan a truly empowering experience.
If you meet the requirements and are interested in this position, please submit your application in English (résumé), along with a cover letter and your preferred salary range.
Diversity and inclusion are important to us, and we’re constantly working to improve these aspects. At KLG and all our brands, we don’t just accept our differences, we fully support and celebrate them.
We’re committed to equal opportunity employment regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, or gender identity or expression. We strive to be an equal-opportunity workplace.
