Customer Service Specialist

Responsibilities

• Build authentic relationships with travelers, making each person feel known, valued, and genuinely cared for as part of the EF Go Ahead community
• Proactively reach out to travelers ahead of departure to set expectations, answer questions, and build excitement, tailoring interactions so that every traveler feels seen and supported
• Partner with internal teams to resolve traveler requests seamlessly, owning the outcome and ensuring travelers receive a single, cohesive experience
• Make meaningful decisions within an AI-powered workflow, from approving and redirecting traveler communications to challenging output that misses the mark, with your feedback directly influencing how our tools improve
• Take ownership of and de-escalate emotionally charged situations with patience and composure, guiding travelers from frustration to resolution and confidence
• Adapt your communication style and approach to match each traveler’s needs and preferences across phone, email, and chat
• Exercise independent judgment on policy exceptions, compensation, and resolution decisions

• 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 genuinely care about the people you speak with, and it shows in every interaction
• High emotional intelligence. You read the room, adapt your approach, and help people feel heard before offering solutions
• Sound judgment and confidence under pressure. You know when to elevate, when to hold firm, and when to go above and beyond
• Naturally curious. You ask good questions of travelers, peers, and processes, because you want to understand, not just execute
• A natural collaborator. You work fluidly across teams to solve traveler problems that no single person owns alone
• Bring purpose to your work. The mission of connecting people to the world through travel matters to you personally.
• Embrace a growth mindset, welcoming feedback, new tools, and evolving ways of working as opportunities to get better
• Comfortable adopting new technology and AI-powered tools in order to work smarter and provide high-quality service to our travelers