EF

EF Education First is an international and dynamic organization centred around education, travelling and cultural exchange. The Danish office consists of passionate people aged primarily from 25-35 years. We work primarily with our divisions focusing on language learning abroad and cultural exchange programs. 

EF is the market leader and strive at giving premium service and support to all parts of our programs, these are students, parents, host families & schools. Good communication with our participants is crucial for theirs and our success. 

The EF High School Exchange Year program is a cultural exchange program primaraly focusing on the US market. Danish students travel to the US to study at an American high school and live with an American host family as part of a cultural exchange program. 

The Customer Experience & Support Manager streamlines challenges on the programs and ensures smooth communication with all stakeholders, including students, parents, staff in the destination and at home. During peak months the customer experience & support managers role is mainly focused on case counselling which he/she drives together with our dedicated support colleagues abroad. 

The Customer Experience & Support Manager reports to and works closely with the Country Program Manager who has the overall responsibility for the program in Sweden. 

The tasks 

• Communication and Solution Oriented Negotiation with Customers and EF Offices Abroad.
• Coordination between the Danish EF students and EF offices at home and abroad
• Case counselling, acceptance and processing of customer inquiries and complaints
• Organize activities for students and parent engagement (webinars, newsletters etc.)
• Data analysis of Customer Success KPI and based on this create action plans
• Call Interests and Qualify potential students
• Ability to work late afternoon/evenings in the office – Sometimes handle urgent and important cases from home

The profile 

• Strong Communication skills
• Empathy, straightforwardness and high resistance to stress
• Problem-solving oriented and structured way of working
• Team player
• International experience (work or study)
• Fluent English and Danish verbally and in writing
• Experience from a previous job including high level of customer service and handling complex complaints
• Minimum Bachelor degree

You will be a part of a dynamic and passionate team of 4 members, who primarily works with sales, customer inquiries, marketing, and customer engagement. This allows a great deal of influence on how you do your everyday tasks, but it also demands an ability to work and think independently and be a self-motivated. We will ensure a great on-boarding so you get familiar with our program, CRM system and company. We offer the possibility for annual sales bonus and international travel also with other benefits such as a wellness package.

About EF Education First 

At EF we believe that the world is better when people try to understand one another. Since 1965, we have helped millions of people see new places, experience new cultures, and learn new things about the world and about themselves. Our culturally immersive education programs—focused on language, travel, cultural exchange, and academics—turn dreams into international opportunities. 

When you join EF, you join a multicultural and diverse community working across more than 600 schools and offices in 50 countries, all with one shared mission of opening the world through education. Whoever you are, whatever you are passionate about—we welcome you and want you to bring that to work every day. EF is proud to be an equal opportunity employer and we are committed to inclusion and belonging across race, ethnicity, gender, age, religion, caste, parental status, identity, experience and everything else that makes you unique. 

Founded in Sweden in 1965, EF has schools and offices around the world, including hubs in Boston, London, Mexico City, São Paulo, Shanghai, Stockholm, Zürich, and more. Learn more at https://www.ef.com.