B2C Customer Care Manager

This role, reporting to the B2C Sales Director Europe, involves leading and empowering Contact Center teams. Key responsibilities include coordinating daily operations, distributing workloads, conducting quality checks, managing escalations, and driving continuous improvement. The manager will motivate the team, support business projects, and oversee recruitment and training to build a high-performing, customer-focused team, ensuring outstanding customer service and adherence to KPIs and SLAs.

Must Have

• Lead and empower Contact Center teams
• Coordinate daily operations, distribute workloads fairly
• Conduct quality checks, act as main point of contact for escalations
• Drive continuous improvement through procedure creation and enhancement
• Motivate team to deliver best, support key business projects
• Take ownership of recruitment and training to build high-performing team
• Ensure CC teams follow established procedures for service requests
• Adhere to agreed Key Performance Indicators (KPI’s), SLAs, and quality standards
• Responsible for providing outstanding customer service
• Make sure CC specialists obtain necessary student pre-arrival information
• Send invoices and follow up on payments in agreed timeline
• Manage complaints and support team in providing correct and professional replies
• Be the point of contact in case of escalation
• Identify and help improve procedures, be critical of student portals
• Recruit, coach and practice performance monitoring and trainings of new staff
• Create new training material
• Regularly animate CC meetings and continuous training sessions
• Organize one-to-one as necessary
• Help confirm bookings within 24 working hours max policy (48h during high season)
• Support customers about any enquiry before arrival at school
• Participate in projects that would improve overall customer experience
• Compile and analyze data to report on department performance
• Collaborate with Sales, Operations, Schools and Finance departments
• Successful previous team management experience
• Background in Customer Service and/or Admissions within 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
• 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

Good to Have

• 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

Perks & Benefits

• 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

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.

Qualifications

Skills & Experience You’d Bring

• 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

What Makes You Shine

• 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

Additional Information

What We Offer You

• 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

If you are interested in this position, please attach your CV and cover letter in English.

_Diversity and inclusion are important to us, and we’re constantly working to improve these aspects. At KLG and all our brands, we don’t just accept our differences, we fully support and celebrate them.

We’re committed to equal opportunity employment regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, or gender identity or expression. We strive to be an equal-opportunity workplace._