Job Description

Company Description

Do you like to make people dream and shine? Do you live in or near Lugano? Are you passionate about languages, cultures, and travel? Would you like to share your experiences abroad with others and advise them?

A new professional challenge awaits you at ESL!


ESL Languages is the leading European study abroad agency. We have been organizing language courses abroad throughout the world since 1996. Our presence is international, with more than 35 sales offices across Europe.


Beyond linguistic, cultural, and geographical borders, more than 25 thousand students every year make the choice to book with ESL and make their goal of learning a language and discovering the world a reality.


ESL received many industry accolades over the years. We entered into the eternal Hall of Fame as Best European Study Abroad Agency in Europe in 2016 after winning 5 times in 6 consecutive years. This prestigious ST award is based on the votes of thousands of language schools around the world and rewards the quality counseling and high service provided by all of the ESL staff.


In 2019, ESL became part of the Kaplan Languages Group, one of the largest global chains of English language schools. ESL continues to work as an independent agency within the KLG group.

LTC responsibilities:

Achieves sales objectives by:

Identifying customer needs through effective questioning and selecting appropriate products Using product knowledge to identify sales opportunities and match right product to clients' requirements Offering clients, the product corresponding to client's needs and expectations Preparing personalized quotations by email, mail, over the telephone in face to face meetings and through the various social medias used by ESL Maximizing all sales opportunities through customer interaction Providing clients with assistance on visa requirements, travel arrangements and regulations, insurances obligations etc. Assisting clients throughout all the steps of the sales process until the taking over of the CC Assures quality of service offered to clients corresponds to ESL quality standards by: Applying ESL's sales processes Handling daily dispatched workload following ESL deadlines policies Processing clients following ESL deadlines policies Offering clients customized consultancy including all information as per ESL policies Providing clients, a professional service that exceeds their expectations Identifying customer needs through effective questioning and selecting appropriate products Following-up clients as per ESL deadlines policies Processing complete booking information to CC as per ESL internal policies Maintains and expands customer base by building and maintaining rapport with customers and identifying new customer opportunities Maintains professional and technical knowledge by participating in educational opportunities; reading professional publications; establishing and maintaining personal networks Contributes to the implementation of the Marketing actions in the office's area Assures effective communication with client, partners, other departments and direct manager Adheres to all company policies, procedures and business ethics codes Protects organization's value by keeping information confidential Special projects as assigned

Customer Care responsibilities:

Processing bookings Managing customers' files Assisting customers before, during and after their stay Invoicing courses, collecting invoices and ensuring receipt of payment Dealing with problems and special requests, if problem cannot be solved alone, referring to the CC Manager Providing personalised advice to each customer, including detailed information regarding every step of the language course Knowing the products and services offered by ESL perfectly Being available for the department, the CC manager(s) and other employees Assisting with any special projects or various administrative tasks as assigned Organising and planning their own work

Qualifications

Your professional skills:

You possess interpersonal and communication skills You are able to work in an autonomous and organised manner, with a high sense of responsibility You are an Italian speaker (C1/C2) and have a very good level of English (at least level B2), any other language is a bonus

Your personal skills:

You have a smart appearance You are available and flexible, with a good team spirit You possess a good knowledge of geography You have experience and a taste for travelling

Preferred:

Previous experience in a sales position, ideally in a travel agency

Additional Information

What We Offer You:

The opportunity to develop your skills in the exciting field of language travel A dynamic work atmosphere An environment where corporate ethics and sustainable development matter Competitive salary Ticket restaurants Place of work: Lugano Start date: 01.12.2025 Type of contract: Permanent Activity rate: Full-time

If you fit the profile and are interested in this position, please send us your application file in English (resume) along with a cover letter. Please note that only applications received through our online platform will be informed of the status of their application.

Diversity and inclusion are important to us, and we're constantly working to improve these aspects. At KLG and all our brands, we don't just accept our differences, we fully support and celebrate them.



We're committed to equal opportunity employment regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, or gender identity or expression. We strive to be an equal-opportunity workplace.