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.
• 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.
• Take ownership of and de-escalate emotionally charged situations with patience and composure.
• 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 thrive in complexity.
• You have high emotional intelligence.
• You exercise sound judgment and confidence under pressure.
• You are naturally curious.
• You are a natural collaborator.
• You bring purpose to your work.
• You embrace a growth mindset.
• You are comfortable adopting new technology and AI-powered tools.

Demonstrates strong customer service skills with a focus on relationship building and emotional intelligence. Capable of navigating complex situations and making sound judgments while utilizing AI-powered tools for effective communication.