Customer Experience Analyst

About the role

EF Language Abroad is looking for a Customer Experience Analyst to join its team in Bogota, Colombia. The analyst is the main point of contact for students throughout their post-sales journey, helping them have an exceptional experience from start to finish. The role covers payments, travel logistics, visa support and communication with partner schools.

Key responsibilities

• Manage customer payments accurately and promptly, resolving payment questions proactively
• Guide customers through pre-departure requirements, including documentation, visas, insurance and timelines
• Support visa applications and follow up on complex cases
• Coordinate travel arrangements such as flights, accommodation and airport transfers, and handle changes or cancellations
• Maintain regular contact with partner schools abroad and follow up on open cases
• Act as a point of contact in urgent situations and coordinate with stakeholders to support student safety
• Follow up on customer satisfaction, handle complaints and use feedback to improve processes and retention
• Gather feedback, collaborate with cross-functional teams and contribute to service standards

Required profile

• Bachelor's degree in international relations, Business Administration, Tourism or a related field
• Previous experience in customer service or a post-sales role
• Proficiency in English; additional languages are a plus
• Familiarity with international travel procedures and visa processes
• Detail-oriented, organized and able to handle several demands at once
• Clear, empathetic communicator with a solution-oriented mindset
• International experience is a plus

Required skills

• Comfortable using CRM tools and Microsoft Office Suite

What we offer

• Corporate benefits discounts and a staff referral bonus of 500 USD
• Access to the EF Hello app and the mental health app "Foundation"
• National KO recognition and a nomination for a week as a group helper abroad
• Possible future perks depending on career level: intercontinental Famtrip nominations, free language courses, training nominations and Hub Office visits