Customer Experience Analyst

About the role

EF Language Abroad is looking for a Customer Experience Analyst to join its Buenos Aires team. You will be the main point of contact for students after they purchase a program, ensuring a smooth journey from payment to departure.

Key responsibilities

• Process customer payments accurately and resolve payment‑related inquiries.
• Provide clear pre‑departure guidance, including documentation, visa processes, insurance and timelines.
• Collect and review visa documentation, assist with applications and handle escalations.
• Coordinate travel arrangements such as flights, accommodation and airport transfers, and manage changes or cancellations.
• Maintain regular communication with partner schools abroad to align expectations and resolve issues.
• Act as a reliable contact during crises, coordinating with stakeholders to ensure student safety and well‑being.
• Proactively follow up with customers to ensure satisfaction, handle complaints with empathy and contribute insights for process improvement.

Required profile

• Strong attention to detail and ability to manage multiple tasks simultaneously.
• Excellent communication skills in English; additional language abilities are a plus.
• Customer‑focused mindset with a solution‑oriented approach.
• Ability to work independently and collaborate with internal and external partners.

Required skills