Role: Flight Support Specialist, Individuals
Flight Customer Experience, EF World Journeys
The Role:
A career with EF combines the support and opportunity of a large international organization with the spirit and energy of a small business. We look for thinkers and doers – creative, collaborative, and motivated people who are excited by education and travel.
EF Education First, the world leader in international education, is looking for a passionate, organized, and dedicated Flight Support Specialist to join EF’s Travel Flight Customer Experience Team. In this role, you will be a member of an energetic, multinational team and report to the manager of the Travel Flight Customer Experience Team for EF World Journeys.
The ideal candidate is driven to provide a beautiful customer experience, has a problem-solving mindset, and creatively provides optimal flight itineraries for each customer’s preferences and needs.
Start date for this full-time position is October 2024.
What you’ll be doing
A member of the Flight Customer Experience Team responsible for their volume of customer flight requests across World Journeys. Managing traveler requests submitted via Zendesk forms and sales and service teams. Consulting travelers on live flight booking calls to confirm their optimal flight itinerary that meets their preferences and needs.Upselling customers on upgraded flight experiences to drive positive increase in upgrade take-rate.Assisting product teams in training, expectations setting, and complex requests and customers. Navigate internal and external systems and processes with accuracy and expertise. Gaining in-depth knowledge of airline contracts and policies to ensure we are considering all possible flight options. Auditing current workflows to implement optimal processes to increase efficiency and improve understanding of the customer’s flight journey through systems. During lower volume seasons, assisting other World Journeys Travel teams in their peak season responsibilities. Cancellation saving flight packages to support the product take-rate goals. Communicating schedule changes and quality issues to Travelers proactively.
Who you are
Have a passion for working with our Indies Travelers and working with someone different every day. Customer and solutions-oriented individual that thrives in fast paced environment working in many different systems. Motivated to achieve Service Level Agreements to ensure a beautiful customer journey. You have a keen attention to detail and are skilled at working with multiple systems simultaneously, ensuring accuracy and efficiency.Attentive to customer requests, going above and beyond to offer exceptional solutions. An excellent communicator both written and oral with the ability to clearly convey information. Able to navigate difficult customers and requests with a solution focused approach. Easily adaptable and embody a “nothing is impossible attitude” when it comes to helping your team achieve its goals. Flexible and understand that the travel industry is unpredictable, and you are prepared to ride the highs and lows. A teammate who comes to work every day with a work hard and have fun attitude.
EF is the world’s largest international education company – providing life-changing educational experiences to create global citizens. We offer millions of people the opportunity to learn a language, travel abroad, experience another culture or earn an academic degree. Since 1965, EF’s mission has been opening the world through education. Our 52,000 employees have a worldwide presence in over 600 schools and offices within 50 countries.
For more information about our career opportunities, visit www.careers.ef.com.