JOB DESCRIPTION

Bilingual Customer Service Specialist (English & Spanish)

Start Date: October 2026

Location: Panama City

Join us at EF Explore America, a division of EF Education First, as we revolutionize the educational travel industry and transform students into the next generation of global citizens. As a Bilingual, English and Spanish speaking Customer Service Specialist for EF Explore America, you are the primary resource for parents as they navigate the process of sending their middle and high school students on tour. You will handle all aspects of the customer life cycle, by providing our travelers and their parents with information from initial tour enrollment, to preparing for departure, right up to the tour itself. This phone-based role will allow you to combine your sales instincts and outstanding customer service skills to ensure that families have everything they need for a successful tour planning experience. Our fast-paced work environment pushes you to learn quickly, adapt often and juggle multiple priorities at once. Your energy, passion and commitment will drive you to provide each family with a beautiful customer experience.

In addition to sharpening your sales abilities, communication techniques and problem-solving skills, you’re also part of the most central customer-facing role within EF Explore America. Joining the Traveler Support Team comes with comprehensive training and on-the-job coaching. You will also engage in regular collaboration with peers and managers from many other departments and global offices, giving you opportunities to build a strong internal network. In this role you will develop a well-rounded, transferable skill set and have the chance to drive your professional growth by doing what you do best.

The Role

We'll be counting on you to:

• Clearly and concisely manage inbound phone, online chat & email communication
• Work across time zones with sales and operations teams to anticipate and quickly resolve problems on behalf of customers
• Develop and implement personal and regional sales strategies to push the business forward
• Recognize great customer service and strive to provide it each day
• Manage and resolve multiple high-priority responsibilities on a daily basis
• Be willing to enthusiastically take on new projects at any time
• Collaborate within regional teams to perform day-to-day account maintenance to ensure a beautiful customer experience
• Perform all tasks above in both English & Spanish

CLICK HERE FOR A BRIEF VIDEO ABOUT THE TRAVELER SUPPORT TEAM: https://youtu.be/wi39BkbfH-k

Please note this role consists of 5-6 hours/day speaking directly with customers

Who You Are

People from all different backgrounds have thrived in this role. What they have in common is that they are:

• A determined self-starter who is a force for positive
• A polished communicator who enjoys talking to people
• Able to jump in and resolve conflict head on
• Skilled at problem-solving and multi-tasking with an eye for detail
• Eager to be part of a team that motivates, inspires and challenges them
• Excited to learn and can adapt when things may not go as planned
• Always going above and beyond - it is the only way to do things
• A lifelong learner who believes in the power of experiential education

Speaking of the power of experiences, please note that a college degree is not required for this role.

Why You’ll Love Working Here: Perks, Benefits and Earning Potential

• Health and life insurance to all our staff*
• Network and growth opportunities
• Fully equipped fitness center
• Parking facilities
• Seasonal and monthly office events including Holiday party, Summer Party and happy hours
• Effective after probation period

All our Global EF Benefits

• EF Product Discounts
• STEP Program - Get an experiential travel opportunity in order to know more about our product from the travelers' perspective

At EF Education First, we believe the world is better when people try to understand one another, a belief that has driven everything we do for over 60 years. With teams across 50+ countries, we're a community of innovators, learners, and doers working toward one mission: opening the world through education. Here you'll find vibrant culture, limitless potential, and the chance to make a real impact, one meaningful experience at a time.