Global Crisis Manager

hace 4 días


Panamá, Panamá, Panamá EF Education First A tiempo completo
Job Description

An Emergency Response Specialist is required to join our team at EF Education First in Panama City, Panama.

Company Overview:

EF Education First is a leading international education company that offers educational travel experiences for students and young adults. We are revolutionizing the industry by providing unique opportunities for cultural exchange and personal growth.

Job Summary:

The ideal candidate will have 2+ years of experience in customer-facing roles and a proven track record of owning projects from start to finish. They will be fluent in English and Spanish, both written and spoken, and able to work independently with minimal supervision.

About the Role:

This full-time, temporary position requires the ability to manage high-severity cases, facilitate communication between travelers and their families, and support US sales staff with routine on-tour issues. The successful candidate will also act in a supervisory capacity for the US On Tour Support team and be available for inbound customer calls.

Key Responsibilities:

  • Manage high-severity cases including mental health issues, hospital stays, urgent problems on the ground, and sensitive conflicts between travelers.
  • Facilitate communication between travelers, their families, and outside parties involved in resolving serious cases.
  • Support US sales staff with routine on-tour issues such as flight delays and cancellations, global travel regulations, and minor medical problems.
  • Act in a supervisory capacity for the US On Tour Support team staffing weekend rotation.
  • Be available for inbound customer calls for both high-severity ongoing cases and routine cases as volume demands.

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.
  • Able to work one of the following schedules: Tuesday - Saturday, Sunday - Thursday, Monday - Friday (8:30am-5:30pm MST), or Saturday and Sunday (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. Our Panama office offers a variety of benefits, including a hybrid model, fitness center, network and growth opportunities, parking facilities, discounts to local restaurants and hotels, and seasonal and monthly office events.

Estimated Salary:$40,000 - $60,000 per year, depending on experience.



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