Operations Emergency Support Team

Job overview: The Safety and Incident Response team is looking for individuals who exhibit strong empathy, positive attitude, and calm under pressure skill sets in a fast-paced working environment. These individuals will use their customer service and strong communication skills to aid in streamlining communication and operational incident response case management. To be considered for this role, applicants must have a Panamanian passport or the legal right to live and work in Panama. Please submit your CV in English online. We will screen applications on a rolling basis. Key responsibilities: As a part of the Operations Emergency Support Team, you would join a group of trained team members who take shifts remotely (from home) throughout the year on weekdays, weekends, and public holidays, in the evening (1730-0130). There are also some occasions where you may be able to support the core Incident Response team during the weekday daytime as well. You would need to have access to the laptop which you would be provided with (and a stable internet connection) so that you can respond to any incidents in a timely manner. Key responsibilities are as follows: Answer all calls that come into the Operations Emergency line, open operational cases and assign to the correct specialist Liaise with teammates across departments to ensure consistency of cases and case management procedures Provide on-tour support and assist with the operational tasks required to produce a tour Collaboration with internal stakeholders, such as Procurement, Invoicing, and the Tour Director Department to provide a beautiful customer experience Assist the Safety and Incident Response team with administrative tasks as needed Skills & Experience: Complete fluency in English, confident and clear communication. Additional languages are a plus. Excellent communication, customer service and organizational skills Great attention to detail Strong service mind and listening skills Great team player Positive attitude and empathy for others Good judgement – ability to recognize when an issue should be escalated Calm under pressure Great sense of urgency and to act quickly About EF Education First: Founded in 1965, EF (Education First) is a global association of education companies that shares a common mission of opening the world through education, offering language, academic, cultural exchange and education travel programs. Some companies are in the business of technology. Others are in the business of finance, sports, or soft drinks. At EF, we’re in a different kind of business. One that’s a little less tangible, and a lot more important. We’re in the business of understanding. For 60 years we’ve been the leader in international educational programs and culturally rich travel experiences with the power to change how people think, feel and act. The programs we deliver open the world to students and travelers in ways that challenge biases, overcome barriers, and pave the way for a more understanding world. You’ll find us working across more than 50 countries, with offices in some of the world’s greatest cities—each one filled with smart, driven people who push each other to be better every day. And yes, we have technology, we have finance, we even have sports with our own professional cycling team. But it’s what we do with it—building greater understanding, breaking down barriers, and creating a better world that makes all the difference.