Bilingual Customer Service Specialist [Spanish/English]
Internally titled: Traveler Support Specialist (TSS)
EF Go Ahead Tours
Cambridge, MA USA
Start Date: June 4th, 2024
Application Deadline: May 3rd, 2024

For consideration, applicants must live/ relocate to the state of Massachusetts prior to their start date

At EF Go Ahead Tours we believe you’re never too old to be a student of the world. For over 25 years we have guided individuals across the globe through carefully crafted group travel. Our travelers range from young professionals to retirees, solo travelers to entire families, travel enthusiasts to those stepping off their first flight. We believe that the best way to learn about the world is to experience it. Every day we come to work hoping to help as many people as possible do just that.

In the role of Traveler Support Specialist (TSS), you will work primarily through phone, email, and chat communication to serve as the primary source of information for travelers after booking tours. Because we engage with our customers in a variety of channels, we want to ensure that you feel comfortable adapting your communication method to the traveler's preferred mode of outreach. You will identify and implement opportunities to enhance a customer’s experience prior to departure while ensuring travelers' satisfaction and furthering brand loyalty to EF Go Ahead Tours post tour. As a TSS, you will continuously juggle and prioritize tasks while working efficiently under pressure. Your keen attention to detail, strong organizational skills, and creative approach to problem-solving feed your resolve to come up with the best solution for the customer. Your positive attitude in approaching a challenging situation will make you an ideal member of the Traveler Support team.

Who We Are Looking For

• You are fluent in both written and spoken Spanish and English. The majority of this role will be performed in English but Spanish will be called upon from time to time to be able to accommodate our Spanish speaking travelers
• You recognize great customer service and you strive to provide it each day
• You are solutions-oriented and are known for positivity
• You enjoy structure and possess the ability to think on your feet
• You're a self-starter
• You enjoy puzzles and get great satisfaction from completing them
• An influencer - a natural networker who loves talking to people
• You are comfortable owning issues, projects and tasks from start to finish
• Above and beyond is the only way you do things
• You want to be part of a team that motivates and inspires you

Why you’ll love working here:

Work in our beautiful Cambridge office where you’ll enjoy comprehensive professional development, frequent social programming and our employee-run “EFinity” groups: Black@EF, LGBTQ+@EF, Latinx+@EF, API@EF, Accessiblility@EF, Jewish@EF, Faith@EF, Indigenous@EF, Parents@EFand so much more.

You can also expect:

• Eligibility for our Workplace Flexibility Program: our pilot hybrid work model with up to two days working from home per week
• Robust professional growth opportunities including monthly trainings, workshops, and inspiring talks with global leaders and experts
• Four weeks paid vacation your first year, ten paid holidays, and two floating holidays
• 25% company match on your 401(k)
• Excellent medical, dental, and vision coverage, along with life and disability insurance
• Paid international business travel
• Wellness benefits and a yearly fitness reimbursement
• EF program discounts include travel, language schools, childcare, and more
• Dependent care, healthcare, and commuter flexible spending accounts (FSAs)
• Discounts at local venues and businesses
• Compensation: First-year on-target earnings of $50,000 ($45,000 salary and $3-5000 bonus); overtime-eligible

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 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 identity/expression, sexual orientation, age, religion, ability, parental status, 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://ef.com

At EF Education First, we believe that the world is better when people try to understand one another. Since 1965, EF has helped millions of people see new places, experience new cultures, and learn new things about the world and about themselves.