Bilingual Customer Service Specialist

EF Education First Teachers

Customer Service Specialist handling traveler support engaging their journey at EF Go Ahead Tours. Building relationships and personalizing experiences for travelers in pre-tour activities.

Posted 7/18/2026full-timeCambridge • Massachusetts • 🇺🇸 United StatesMid-LevelSenior💰 $50,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong customer service skills with a focus on empathy and relationship building, while effectively managing complex situations and exercising sound judgment. Fluent in both English and Spanish, capable of adapting communication styles to meet diverse traveler needs.

Highest-signal resume keywords

Fluency In English And SpanishCustomer Service ExperienceEmotional IntelligenceRelationship BuildingJudgment Under Pressure

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Soft Skills

EmpathyCollaborationCuriosityDecision-MakingAdaptability

Industry Keywords

Client-Facing ExperienceTraveler RequestsAI-Powered WorkflowCommunication StylePolicy Exceptions

About the role

Key responsibilities & impact

Build authentic relationships with travelers
Proactively reach out to travelers ahead of departure to set expectations and answer questions
Partner with internal teams to resolve traveler requests seamlessly
Make meaningful decisions within an AI-powered workflow
Take ownership of and de-escalate emotionally charged situations
Adapt your communication style and approach to match each traveler’s needs
Exercise independent judgment on policy exceptions, compensation, and resolution decisions.

Requirements

What you’ll need

You are fluent in both written and spoken English and Spanish.
You have 4 years of relevant customer service or client-facing experience or a 4-year college degree.
Your work is driven by empathy and relationship building.
You thrive in complexity.
You have high emotional intelligence.
You exercise sound judgment and confidence under pressure.
You are naturally curious and ask good questions.
You are a natural collaborator.

Benefits

Comp & perks

Commitment to professional growth: robust monthly calendar of trainings and workshops
Four weeks paid vacation your first year, ten paid holidays, and two floating holidays
Exciting business travel opportunities
25% company match on your 401(k) contributions
Market-leading medical, dental and vision coverage, along with options for life and disability insurance, accident and hospital insurance, legal and pet insurance
Dependent care, healthcare and commuter Flex Spending Accounts (FSAs)
Access to fertility care and family-building support
Wellness benefits including a yearly fitness reimbursement
Frequent social and learning events, including access to our employee-run resource groups
Robust Employee Assistance Program
Tenure-based sabbatical eligibility
EF Product Discounts (discounts on travel, international language schools, Au Pair program and more)
Discounts at local venues and businesses
In-Office Work Policy: Enjoy the flexibility of working from home on Fridays, while collaborating in the office from Monday through Thursday.