Customer Success Agent (French and Italian speaker)

As a Customer Service Agent, you will be responsible for ensuring that our customers engage and learn within our EF English Live platform, an online platform where they learn English.

The Customer Service Agent is responsible for welcoming and onboarding our students to EF English Live, helping them set up the platform, build strong learning habits, and supporting them throughout their journey with us.

The Customer Service Agent will report to the French and Italian Customer Success Manager, working 50% with the Italian market and 50% with the French market.

The position requires working from 9 am to 7 pm, Monday to Friday, including 3 days a week in our Barcelona Office.

Responsibilities :

• Organize and host engaging onboarding webinars for new students, introducing platform features and resources.
• Ensure timely payment delivery from customers.
• Proactively find solutions to avoid cancellations.
• Support students via omnichannel channels (video calls, audio calls, chat, emails) to ensure a positive experience.
• Represent the EF English Live brand, embodying our promise to help students "Learn English. Finally."
• Investigate and escalate technical or teacher-related issues to central teams for resolution.

Performance will be assessed based on cancellation rates, school usage, student progress, and satisfaction.

This role may evolve as we continuously aim to improve the customer experience.

Skills / Personality :

Benefits and Perks :

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