On Tour Support Specialist

hace 3 días

Panamá, Panamá, Panamá Ef Education First A tiempo completo

Emergency Response Specialist (Seasonal)Panama City, PanamaJoin us at EF Tours, a division of EF Education First, as we revolutionize the educational travel industry and transform students into the next generation of global citizens.TheRole:As an Emergency Response Specialist, you will work in thecrisis management and support functions within Educational Tours.
You will respond to various emergencies and manage serious cases directly, while supporting other staff with less sensitive issues.
You will also work closely with our central Safety, Operations and Flights teams to ensure a great experience for our travelers.
The ideal candidate can stay calm and make good decisions in fast-paced and uncertain situations.
You will need to know what information to collect and how to communicate effectively with travelers.
This is a full-time, temporary position with a start date of January 13th, 2025, and an end date of July 31st, 2025.
While in the role, you may apply for permanent jobs within EF that have start dates inAugustor later.
Key Responsibilities: Manage high severity cases including mental health issues, hospital stays, urgent problems on the ground, sensitive conflicts between travelers and beyond.
Facilitate communication between travelers, their families, and outside parties involved in resolving serious cases.
These may include embassies, law enforcement, clinicians and Assist-based insurance organizations.
Support US sales staff with routine on-tour issues, such as flight delays and cancelations, global travel regulations, on-the-ground logistical challenges and minor medical problems.
Act in a supervisory capacity for the US On Tour Support team staffing weekend rotation.
Help staff with case prioritization and review to ensure all cases are moving to resolution with appropriate attention.
Be available for inbound customer calls for both high severity ongoing cases and routine cases as volume demands.
Who you are:You pay close attention to details, make good decisions, and communicate clearly.Detail-oriented– Attention-to-detail doesn'tproperly describe how keen your eye for detail is.
Because you know all the ins-and-outs, you're the go-to resource in your department for your peers and colleagues.Proactive– You see beyond the surface and are always asking the right questions in anticipation of what could come next.Adaptable Communicator– You're an incredible communicator who understands the importance of clear, concise, and factual written communication and you can easily adapt your style to your audience.Calm under pressure – You keep your emotions out of the situation and maintain a clear head when working under pressure.
This job isn't for the faint of heart, but it doesn't require an adrenaline junkie either, so long as you remain calm, cool, and collected.Prepared for the unexpected: You thrive in the unknown but have a plan in place for anything that might come up.
Independent– You can identify a need, determine the best course of action and take initiative to get things done.Requirements: 2+ years of experience in a customer-facing role Past professional experience or educational background in emergency response or escalated customer service issues Fluent in English and Spanish, both written and spoken Proven track record of owning a project or initiative from start to finish and handling sensitive customer communication Be able to work one of the below schedules: Tuesday – Saturday  Sunday – Thursday Monday – Friday work hours will be 8:30am-5:30pm MST Saturday and Sunday work hours will be 7am-3pm MST 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.Our Panama office is in Costa del Este, offers a variety of benefits: Benefits and staff perks Hybrid Model - Up to two days working from home per week.
Fitness Center accessible only for EF staff Network and growth opportunities Parking facilities prior request Discounts to on a wide range of local restaurants, cafes, hotels and other hot spots in Panama.
Seasonal and monthly office events including Holiday parties, Summer Party and Happy hours.

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