On Tour Support Manager
hace 3 días
Emergency Response ManagerPanama 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.THE ROLE:As an Emergency Response Manager, you will work closely with the planning, implementation, and training of our crisis management and emergency response function within Educational Tours.
You will play a central role in our response during day-to-day and major emergencies.You will work closely with our Safety, Incident Response, Flights Emergency, and Sales teams to provide an exceptional customer experience in the event of an on-tour emergency.
The Emergency Response Manager will help us take our customer service to the next level in this new travel landscape and will be involved in all service aspects of the on-tour customer experience.KEY RESPONSIBLITLIES:Manage Customer Communication: Handle communication and decisions for serious incidents, including medical issues, law enforcement situations, and large-scale emergencies like natural disasters.
You should be able to make decisions independently, based on your experience and understanding of our protocols.Train Seasonal Staff: Ensure that your seasonal staff members are well-trained and provide great support to our travelers, both in regular and urgent cases.
Focus on team efficiency by reaching out to travelers quickly and resolving issues while considering customer service and budget.Collaborate with Teams: Work with other leaders in our Travel and Operations team to create supportive materials, develop policies, and improve systems for a better traveler experience.Team Management: Work with team managers in the US and Europe to handle team functions in Panama, such as hiring, payroll, and providing regular feedback and professional development.After-Hours Support: Participate in the after-hours/weekend staffing rotation to manage urgent cases and resolve standard customer service issues.Additional Responsibilities: Off-peak tasks may include working with our Emergency Response Teams, assisting Operations teams with safety and customer service projects, and collaborating with other departments.WHO YOU ARE:You have an acute attention to detail and take exceptional pride in being a clear communicator.Attention to Detail: You pride yourself on being a clear communicator and noticing every detail.Proactive Approach: You think ahead and ask the right questions to anticipate future challenges.Strong Communication Skills: You communicate clearly, concisely, and factually, adjusting your style to suit your audience.Calm Under Pressure: You remain composed in stressful situations, keeping your emotions in check.Independent Problem Solver: You can identify needs, determine solutions, activate resources, and take actionREQUIREMENTS:Experience: 2+ years in team management; 3+ years in emergency response or escalated customer service.Language Skills: Fluent in English and Spanish, both written and spoken.Project Management: Proven ability to manage a project from start to finish and handle sensitive customer communications.Cultural Sensitivity: Ability to navigate and de-escalate sensitive situations specific to USA and Canadian customers, with strong conflict resolution skills.To be considered for this role, applicants must either be Panamanian or eligible to hold a work permit in this country.
Please refer to the Friendly Nations Visa program for eligible countries.
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.
Health and life insurance to all our staff* 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.
*Effective after probation period All our Global EF Benefits EF Product Discounts STEP Program – Get an experiential travel opportunity in order to know more about our product from the travelers' perspective.
Office Exchange Program Yearly tuition reimbursement up to 1500usd About EF Education First?At EF we believe that the world is better when people try to understand one another.
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.
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