Language Program Coordinator L&D
  • Cape Town, Western Cape, ZA
  • Learnlight
Job Description

Learnlight is an EdTech company that provides language, intercultural and soft skills training to leading companies and organizations around the world.

We deliver blended virtual, blended face-to-face, and digital solutions to 100,000+ learners in 1500+ clients across 150+ countries.

We specialize in the digital transformation of learning programs and the empowerment of talent to excel in an increasingly complex global environment.

Objective

The principal purpose of the Program Manager is to successfully manage the life cycle of language training requirements with our clients and to ensure high-quality of program setup and training delivery.

They need to have ongoing communication with key client decision-makers and learners through the duration of training and coordinate with other Learnlight departments so that we meet and exceed training objectives.

The tasks involved are in the following areas :

  • Growth support and collaboration
  • Management of clients
  • New program launches
  • Program follow-up and reporting
  • Program closures
  • Learner and Client support
  • Team Collaboration

Requirements

Growth support and collaboration

  • Help maximize sales or upgrade existing client’s programs by answering product and service questions and provide information on other products and services
  • Provide support to our sales team to maximize opportunities with clients and maintain a successful relationship
  • Identify potential up-sell or cross-sell opportunities with existing customers
  • Guiding learners to complete programs and required activities for program subsidies

Management of clients

  • New program launches
  • Understand program requirements, conditions and policies agreed with the client
  • Escalate non-standard Learnlight programs
  • Analyse student levels, needs and availability
  • Create accounts, learners and contracts in the Learnlight platform and checking for Dynamics synchronization
  • Transfer required information to trainer management teams for program coordination

Program follow-up and reporting

  • Prepare product or service reports by collecting and analyzing customer information
  • Deliver reports when requested
  • Follow-up and report on KPIs : attendance, activities completion, study time, etc.
  • Provide proactive support for any challenges in reports
  • Documentation management (signature sheets, subsidy documents, etc...)
  • Review billing attachments with their respective invoices
  • Prepare off-system billing reports

Program closures

  • Compile general data at program close to be shown to clients / learners
  • Compile reports on customer satisfaction
  • Close platform contracts and learners’ profiles
  • Prepare and send end-of-course certificates

Learner and Client support

  • Maintain a positive, empathetic, and professional attitude towards customers at all time
  • Manage and handle clients effectively by establishing trustworthy relationships to get their buy-in
  • Greet customers warmly and ascertain their reason for calling
  • Resolve product or service problems by :
  • clarify the customer's complaint
  • determine the cause of the problem
  • select and explain the best solution to solve the problem
  • expedite correction or adjustment
  • follow-up to ensure resolution
  • Handle complaints, providing appropriate solutions and alternatives within the SLA and follow-up to ensure resolution
  • Keep records of customer interactions, transactions, comments, and complaints through Dynamics

Team Collaboration

Collaborating with the Product Division

  • Demonstrate agility and autonomy with Learnlight tools (SharePoint, Learnlight platform, Dynamics, etc.)
  • Recommend potential products or services through customer feedback and needs analysis
  • Suggest solutions, enhancements or new features
  • Report to Technology when the platform does not work as expected

Internal departmental support and reporting

  • Work collaboratively to solve customer issues as efficiently as possible.
  • Report customer complaints and escalate when necessary to prevent churn.
  • Collaborate on the training of New Hires

Skills

  • C2 / Fluent level of English required
  • Additional languages would be a plus
  • Working proficiency in Microsoft Office 365
  • Advanced level in Learnlight Platform Ops
  • Medium or advanced level in using a ticketing system as Dynamics, highly recommended

Education & Experience

Demonstrated experience working in a similar role, customer support

Experience working remotely is a plus

Benefits

  • People-Powered Culture : We have a flat, modern, meritocratic culture that values enthusiasm, initiative and commitment above all else.
  • Flexible Working : Learnlight is a fully distributed virtual business with staff in 30+ countries and offices in 9 European cities, so you get to choose where you work.
  • Learning & Development : Personalized language and soft skills training; ongoing professional development talks and masterclasses;

frequent coaching and constructive feedback.

  • Diversity & Inclusion : Learnlight fosters an open, positive, and diverse community which welcomes talent regardless of gender, religion, ethnicity, sexual orientation, age or disability.
  • Community Events : We offer a range of social events including Virtual Drinks, Book Club, Tea Time, and in-person departmental and All Company meetups.

Details

  • Time Zone : Starting schedule between 8 a.m. and 10 a.m. CEST
  • Location : Home-based / Remote
  • Contract : Full-time, Contract

Think you might be a good fit for this job? If so, please click on the "Application tab" or "Apply for this job" button now.

The personal data you provide will be processed by LEARNLIGHT in order to manage your candidacy for the corporate selection processes that fit your profile.

Under the legal conditions, you have the right to access, rectify and delete the data, to limit its processing, to oppose its processing and to its portability to our address (Calle de las Huertas 11, 28012 - Madrid) or to the e-mail address privacy learnlight.

com. You can find more information in the Privacy Policy of our website https : / / www.learnlight.com / en / privacy-policy / .

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