Tour Director Support Specialist Rome

Educational Tours: Tour Director Support SpecialistDo you want to help us in opening the world through education?
Are you motivated by having colleagues around the world, working cross-collaboratively and in a fast paced environment?As a Tour Director Support Specialist you will gain international work experience and support Tour Directors all around the world.
Tour Directors work alongside EF to help students and teachers from North America discover the world through educational travel.
You will play a key role in managing the Tour Director setup, accesses and being the go-to person when problems occur.
This means you will have the opportunity to build strong relationships with internal and external stakeholders, and it will require taking ownership of a wide range of responsibilities.Part of the role is based on responding in a ticketing system where Tour Directors can register problems as they occur.
The role is also working pro-actively to ensure Tour Directors are setup for success.
This can include tasks such as managing access to different platforms, guiding users through our online platforms and escalating system issues.While this role is based either in our Rome or Madrid office, the immediate team is based in Zürich, Switzerland.
You should expect international travel on 2-4 occasions per years.Start date: September 1st 2024Examples of responsibilities: Maintain ownership of queries throughout the lifecycle of a Tour Director's request, including follow-ups with escalation teamIdentify Tour Director needs, research issues, resolve complaints, and provide solutionsBuild positive relationships with stakeholders by going above and beyond with customer service, ensuring that all questions, queries, and issues are handled appropriatelyLeverage data and insights gathered by the team to recommend and influence process improvementsRequirementsWorld-class customer service and support skillsExcellent communication skills, with the ability to guide users patientlyHigh organizational skills and a systematic approach to problem-solvingProfessional command in English, written and spoken.
Working proficiency in additional European languages, primarily German, French, Italian or Spanish is an advantageBonus for experience in customer support, technical education, account management, or writingTo be considered for this role, applicants must either be EU nationals or have the legal right to live and work in the European Union.