Customer Service Manager

CUSTOMER SERVICE MANAGER, SAFETY & INCIDENT RESPONSE

With one shared mission of opening the world through education, EF is a multicultural and multilingual community of team members working across 55 countries all around the world. Bring your talents, your perspective, and your ambition. In return, we offer a vibrant, dynamic working environment, and a fulfilling international career.

We are now looking for a flexible and driven leader with attention to detail and a nothing is impossible mindset to join our Customer Service Team- Safety and Incident Response in our dynamic multi-national office in Sydney, Australia. This position is a full-time role.

You and your team of Customer Service Specialists- Safety & Incident Response will be responsible for our customer satisfaction including risk and safety management. You will oversee the team's daily case management, ensuring that policies and procedures for the team are followed in line with our Safety-First program. This role with include liaising with other organisational departments, agents, and suppliers to provide timely and effective communication to respond to customer expectations at the highest standard.

WHAT YOU WILL DO

In your role as Customer Service Manager, your number one job will be to make sure you have a strong and motivated team that consistently ensures a memorable experience for our customers.

You and your team will contribute through:

• Manage the communications – policies, programming, and procedures related to our 24/7 incident response service provided
• Motivate – develop, and refine specialists who provide customer service relating to safety and emergency response
• Planning and implementing – reviewing policies, programs and procedures concerning customer relations
• Providing direction –and feedback to team members about inbound and outbound calls
• Manage operational efficiency- ensuring team metrics within a shared call centre are met and exceeded
• Innovate in partnership - with the operations teams, sales, and regional offices to drive process and ensure operational efficiency and respond to customer expectations
• Recruit – and onboard new team members to the customer service team
• Develop and execute training -for relevant parties and customer service team about their respective safety and emergency response responsibilities
• Have overall responsibility - for Global Incident Response for incidents occurring during your local business hours
• Liaise with other departments- to ensure consistency of relevant policies, procedures, and application of safety decisions, and proper response to customer expectations
• Perpetuate a culture - of safety throughout the organization
• Accountability and team commitment – As the Customer Service Manager, Safety and Incident Response, you know you can never predict when our travellers on the road might face unexpected disruptions and emergencies. You are committed to your team members as much as you are to our customers' experience meaning you are there to support to meet customer expectations.

YOU

• A strong leader who cares about your team and to bring out the best in your people
• Good communication skills and empathetic approach
• Can influence others positively, get buy in, and motivate others
• Accountable and takes ownership
• Use of good judgement and ability to make quick decisions with small or big scenarios
• Ability to weigh different options and think several steps ahead
• Have a positive mindset with a can-do attitude
• Resilient and doesn't bend under pressure
• Have one to three years of leadership experience in customer service/sales/operations experience.
• Fluent in English and preferably one other language
• Regional knowledge and EF Tours experience is a bonus

WHY YOU WILL LOVE WORKING WITH US

People at EF make things happen. We encourage you to take full ownership of your work, regardless of your level or experience. EF team members often say we operate like the world's largest startup because this boundless entrepreneurial spirit is built into our organization's DNA.

EF offers a wide range of benefits ready for our team members to enjoy during weekends, after work and with friends & family, including:

• The opportunity to work within an innovative, engaging, and multinational environment
• Building strong and lasting business relationships
• Have the opportunity in developing your international career and network within EF
• Flexibility to hybrid work: 4 days office / 1 days' work from home (subject to seasonality)
• Travel opportunities related to your role and industry conferences
• STEP (Staff Travel Experiential Program) opportunity to travel on tour yearly
• Global meetings and trainings
• Seasonal office events and parties
• Discounts of EF Programs

ABOUT US

If you ask anyone at EF what they like most about their work, you will usually hear the same answer: the people. Visit any of our offices or schools, and you'll find the same welcoming, energizing, and fun atmosphere — because our people are the heart of everything we do. We support one another, cheer each other on when we win, and learn together when we fail.

Since 1965, we have helped millions of people see new places, experience new cultures, and learn new things about the world and about themselves. Our culturally immersive education programs—focused on language, travel, cultural exchange, and academics—turn dreams into international opportunities.

When you join EF, you join a multicultural and diverse community working across more than 600 schools and offices in 50 countries, all with one shared mission of opening the world through education. Whoever you are, whatever you are passionate about—we welcome you and want you to bring that to work every day. EF is proud to be an equal opportunity employer and we are committed to inclusion and belonging across race, ethnicity, gender, age, religion, caste, parental status, identity, experience and everything else that makes you unique.

Founded in Sweden in 1965, EF has schools and offices around the world, including hubs in Boston, London, Mexico City, São Paulo, Shanghai, Stockholm, Zürich, and more. Learn more