Ofertes d'ocupació a Kaplan Languages Group

• Nivell d'experiència---
• Tipus de contracteA temps complert
• Publicada25 de nov.

. Office Salesforce

Company Description

Part of Kaplan Inc., the Kaplan Languages Group (KLG) is made up of Kaplan International Languages, ESL Education, and Alpadia. Language travel is an inspiring business sector with lots of scope for fun and creative work. Our student’s study from 2 weeks up to a full academic year and we are proud to welcome language learners from over 100 countries, ensuring a great cosmopolitan mix in our classrooms across the globe. With a network of Kaplan International Languages and Alpadia -branded schools spanning seven countries, KLG has the largest presence of any international language school in the English-speaking world, as well as France, Germany and Switzerland. In addition, ESL, Europe’s largest language education travel agency matches students with the right language course for them.

Job Description

Lead the team behind every great customer experience!

Reporting directly to the B2C Sales Director Europe, this role leads by example and empowers our Contact Center teams, coordinating daily operations, distributing workloads fairly, conducting quality checks, acting as the main point of contact for escalations, and driving continuous improvement through procedure creation and enhancement. You will motivate the team to deliver their best, support key business projects, and take ownership of recruitment and training to build a high-performing, customer-focused team.

What You’ll Do

• Ensure that the CC teams follow established procedures for each service request, including logging, processing and progress chasing enquiries, adhering to agreed Key Performance Indicators (KPI’s), SLAs, and quality standards to meet and exceed customer experience standards. 
• Responsible for providing outstanding customer service by leading and motivating the team.
• Make sure the CC specialists obtain all necessary student pre-arrival information such as parental consent forms, travel details, copy of insurance etc as well as send invoices and follow up on payments in the agreed timeline
• Manage complaints and support the team in providing correct and professional replies to customers. Be the point of contact in case of escalation.
• Identify and help improve our procedures. Be critical and aware of our student portals.
• Recruit, coach and practice performance monitoring as well as trainings of the new staff. Create new training material.
• Regularly animate CC meetings as well as continuous training sessions. Organize one-to-one as necessary.
• Help confirm bookings within our 24 working hours max policy (48h during high season) if necessary- creating invoices, booking confirmation and visa letter, as well as support our customers about any enquiry they could have before their arrival at school
• Participate in projects that would improve the overall customer experience
• Compile and analyze data to be able to report on the department performance
• Collaborate with other departments such as Sales, Operations, Schools and Finance departments.
  
  

• Successful previous team management experience
• Background in Customer Service and/or Admissions within the travel & tourism or language education industry
• Professional knowledge of Salesforce, Microsoft Office and ideally CLASS
• English (essential) + one additional language: Spanish, Italian, German, or French; other languages are a plus
• Outstanding organizational skills
• Strong ability to prioritize and work effectively under tight deadlines
• Skilled in handling customer complaints with diplomacy and sensitivity
• Experience managing high-volume, complex communications
• Excellent written and verbal communication skills
• Strong sales and service orientation
  
  

• Genuine passion for customer care
• Sharp attention to detail
• Ability to articulate goals clearly and set realistic timelines
• High cultural awareness and sensitivity
• Empathetic, solution-oriented mindset
• Positive attitude and flexibility in dynamic environments
• Calm and composed under pressure
• Strong motivation to deliver high-quality standards
• Confident communicator able to influence at all levels of the organization
• Excellent mentoring, coaching, and people management skills
  
  

• Creative, rewarding work where your impact is visible
• Ticket restaurant
• Half day off on your birthday
• A stimulating and dynamic work environment
• Free languages courses abroad
• Unlimited tea & coffee to fuel your day. Free breakfast on Mondays and fresh fruit on Thursdays!
• Discounts on medical insurance
• Permanent Contract - full-time position.
• Start date: ASAP
  
  

• Nivell d'experiència---
• Tipus de contracteA temps parcial
• Publicada21 de nov.

. CSS HTML Salesforce Office

Company Description

Love languages, travel, and discovering new cultures?

Keep reading. You might just find your next adventure!

Kaplan Language Group (KLG) is made up of three businesses: Kaplan International Languages, Alpadia Language Schools and ESL Education. All are recognized leaders in the educational travel sector, committed to offering high-quality, immersive language learning to students from over 100 countries.

KLG is part of Kaplan Inc., which was founded in 1938 by Stanley Kaplan, a teacher and pioneer, who provided tutoring services to help students from poorer backgrounds get to university. Today, Kaplan delivers a range of programs and services, helping students from many walks of life and countries to achieve their career goals through education. The parent company of Kaplan is Graham Holdings.

In 2019, our English language business joined forces with ESL Education, a well-established language travel agency, and Alpadia Language Schools, a group of schools offering French and German language programs to adults and junior learners, and summer English programs for teenagers. With our combined expertise and experience in the sector, it is our mission to provide the very best experience to the customers who choose to travel and learn with us.

Job Description

Step into the world of CRM marketing.

We’re looking for a CRM Marketing Intern to join our Marketing team in Barcelona.

This internship is your chance to gain hands-on experience, learn from experienced professionals, and build your skills in creating and executing CRM campaigns that reach customers across global markets.

What You’ll Do

• Prepare and format CRM communications, including emails, newsletters, journeys, and notifications
• Test and review content before delivering it
• Collaborate with the marketing team to implement templates, automated workflows, and campaign assets
• Ensure all communications align with Kaplan Languages Group’s brand voice and visual identity
• Conduct quality assurance checks on all campaigns — verifying links, formatting, personalization, and compliance with data protection regulations
• Support campaign analysis and reporting, including open rates, click-through rates, and conversions
  
  

• Bachelor’s or Master’s degree in Marketing, Business Administration, or a related field.
• Strong written and verbal communication skills in English (fluency required)
• Knowledge of HTML and CSS for email formatting is a plus
• Excellent attention to detail and focus on quality
• Familiarity with CRM or email marketing platforms (e.g., Salesforce, HubSpot, Braze, Mailchimp) is an advantage
• Strong organisational skills and ability to collaborate effectively in an international team
  
  

• Passionate about marketing, CRM, and customer engagement
• Detail-oriented and quality-focused, with an eye for technical precision
• Collaborative and eager to work with content, design, and technical teams
• Results-driven, motivated by engagement, retention, and conversion KPIs
• Positive, adaptable, and ready to learn in a fast-paced, dynamic environment
  
  

• Exciting, varied tasks with the chance to develop your skills and learn from experienced professionals in an international company.
• Coaching and mentorship throughout your internship, with opportunities to collaborate on real projects.
• Join a talented, international team full of energy and expertise.
• Unlimited tea & coffee to fuel your day, plus free breakfast on Mondays and fresh fruit on Thursdays.
• Internship Agreement.
• Start date: ASAP
  
  

• Nivell d'experiència---
• Tipus de contracteA temps complert
• Publicada21 de nov.

. Office Salesforce

Company Description

Kaplan International, a division of Kaplan Inc., is a leading for-profit company in the field of international education, which offers Higher education programmes for students in the UK, USA, Australia, Singapore and Hong Kong, English language courses across locations in UK, Ireland, USA, Canada, Australia and New Zealand and vocational training for financial services sector in Australia. We welcome students from more than 100 countries around the world. We’re an international education company with a diverse, multilingual team working across a range of functions including accounting and finance, student admissions, marketing and sales, HR and IT.

Alpadia Language Schools by Kaplan International is a Swiss company with an international vision, devoted to excellence in teaching languages to enrich students' futures. Inspired by our multifaceted and multilingual country, we create an unparalleled student experience encouraging language development through immersion.

Present in Switzerland, France, Germany and England, we create a vibrant environment to foster connections, enhance experience and inspire imagination. Alpadia Language Schools offers all year-round courses for adults and summer camp junior programs. Each year, our schools welcome more than 6,000 students from all over the world.

Job Description

We currently have an exciting opportunity for a Customer Care Intern to join our Customer Care Team based in Barcelona, Spain.

Benefitting from a beautiful Mediterranean climate with an average of 300 sunny days per year, Barcelona is the perfect location for your internship, with its rich history, architecture, beaches, amazing restaurants and surrounding countryside all on your doorstep!

The international nature of Barcelona is reflected in our office, where you would be working with people from many countries all over the world. We are a very friendly and collaborative team and we all share a passion for ensuring our students have the experience of a lifetime

Working in collaboration with the Customer Care Manager, you will assist in the operation of the Customer Care Team, responsible for admissions and service functions for Alpadia Adult and Junior programs, Kaplan International or Azurlingua programs. You will be working with study abroad agencies and direct clients in close cooperation with Student Support Officers and Camp Managers based in each school.

Qualifications

Your main tasks will be:

• Admissions for study abroad agencies
• Processing bookings
• Supporting our customers about any inquiry they could have before their arrival at school
• Obtaining all necessary student pre-arrival information such as parental consent forms, travel details, payment etc.
• Entering student information onto booking system
• Confirm bookings within our 24 hours max policy
• Collaborate with Customer Care Officers to assist them where require
  
  

• Use of Salesforce, which is used by many of the world´s leading companies including Spotify and Amazon and also many companies within the Travel and Hospitality industry – always a great selling point to have on your CV!
• Ability to prioritize effectively and to work to tight deadlines
• Ability to remain calm under pressure
• Experience of dealing with high volume, complex communications
• Demonstrate attention to detail
• Communicate effectively with global clients externally and different teams internally
  
  

• Basic knowledge of Microsoft Office
• English essential (C1), other languages a plus
• Outstanding organisational skills
• Excellent written & verbal communication
• Positive thinker & flexibility
• Sales & Service oriented
• Team player
  
  

• The opportunity to develop your skills in an international environment, in the exciting field of language travel
• A dynamic work atmosphere
• An environment where corporate ethics and sustainable development matter
• Free coffee and tea
• Free breakfast on Mondays and fresh fruit on Thursdays