Job Title 

Job Description

We are seeking a motivated and detail-oriented Customer Service Executive to join our dynamic team. Reporting to the Customer Service Manager, you will support the day-to-day operations of our Customer Service Team, providing admissions and customer service support to participants in our Adult and Junior programmes; individuals and groups.

In this role, you will work closely with international study abroad agencies, as well as direct students, and collaborate with Sales, Student Support, Operations, and Academic teams across our offices, schools and summer camps. This role offers an excellent opportunity to gain hands-on experience in an international education environment while developing valuable customer service and administrative skills.

Skills and Experience You Will Develop

You will gain practical experience in:

· Using Salesforce, one of the world's leading Customer Relationship Management (CRM) platforms.

· Managing multiple priorities and meeting deadlines in a fast-paced environment.

· Handling high volumes of customer communications, sometimes complex, efficiently and professionally.

· Resolving customer enquiries and concerns with diplomacy, empathy, and sensitivity.

· Developing strong attention to detail and organisational skills.

· Communicating effectively with international clients, partners, and internal stakeholders.

· Building strong customer service, problem-solving, and administrative capabilities.

Key Responsibilities

· Manage admissions processes for study abroad agencies and students.

· Process bookings accurately and efficiently.

· Support customers throughout their educational journey by responding to enquiries and providing guidance.

· Collect and verify all required pre-arrival documentation, including parental consent forms, travel arrangements, and payment information.

· Maintain accurate student records within the booking system.

· Confirm bookings promptly, within 24-business hours and accurately.

· Deliver a high standard of customer service and administrative support to agency partners.

· Check availability across adult language schools and summer camp programmes.

· Issue invoices and follow up on outstanding payments.

· Collaborate with Customer Care Specialists and provide support where needed.

· Contribute to the continuous improvement of customer service processes and client experience.

Candidate Profile

The ideal candidate will demonstrate:

· Proficiency in Microsoft Office 365.

· Fluency in both Turkish and English (essential)

o Additional languages are considered an advantage.

· Excellent organisational and time management skills.

· Strong written and verbal communication abilities.

· A positive, proactive, and flexible approach to work.

· A customer-focused mindset with a strong commitment to service excellence.

· Attention to detail and the ability to work accurately under pressure.

· The ability to work effectively both independently and as part of a team.

Location

Additional Locations 

Employee Type

Job Functional Area 

Business Unit

Diversity & Inclusion Statement:

Kaplan is committed to cultivating an inclusive workplace that values diversity, promotes equity, and integrates inclusivity into all aspects of our operations. We are an equal opportunity employer and all qualified applicants will receive consideration for employment regardless of age, race, creed, color, national origin, ancestry, marital status, sexual orientation, gender identity or expression, disability, veteran status, nationality, or sex. We believe that diversity strengthens our organization, fuels innovation, and improves our ability to serve our students, customers, and communities. Learn more about our culture here.

Kaplan considers qualified applicants for employment even if applicants have an arrest or conviction in their background check records. Kaplan complies with related background check regulations, including but not limited to, the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.  There are various positions where certain convictions may disqualify applicants, such as those positions requiring interaction with minors, financial records, or other sensitive and/or confidential information.