Portuguese Student Success Advisor

2 weeks ago

Cape Town, South Africa 2U Full time

**What We're Looking For**:
We are seeking a Portuguese speaking individual who is passionate about helping our students succeed. Student Success Advisors are responsible for providing world-class, personalized course support solutions to students on a portfolio of online short courses, building one-to-one meaningful relationships, with a focus on exceptional customer experience and retention. A Student Success Advisor is the frontline custodians of our university partner brands and 2U's brand.

**Responsibilities Include, But Are Not Limited To**:
Student Support
- Guide students in navigating the course on the Online Campus and have basic knowledge on how to troubleshoot technical problems.
- Deliver world class customer experience by listening to students and being responsive to their needs as well as going the extra mile to pre-empt future needs.
- Assess student queries and, where necessary, escalate to internal teams via pre-defined processes and channels and follow up to ensure resolution.
- Meet daily & weekly student engagement metrics with a goal to achieve set targets for course completion and student satisfaction.

Retention and Service Recovery
- Accommodate for assignment extensions, suspended students, postponement
- and cancellation requests, and the creation of success plans in collaboration with relevant stakeholders.
- Acknowledge student dissatisfaction and demonstrate extreme care when engaging with them with a goal to retain dissatisfied customers and turn them into promoters.
- Retain students by understanding the situations and behaviours that result in them not completing the course and advise them on effective strategies to get on track for completion.

Course Delivery
- Action course management tasks throughout the duration of a course in pursuit of a smooth and successful course delivery.
- Develop your knowledge of assigned universities and document your experiences with an aim to know your portfolio, as well as, aid in enhanced course delivery in the future.

Adherence and Improvement
- Manage and maintain your own productivity, attendance, and adherence to work schedule in line with student support hours.
- Adhere to all internal policies and procedures.
- Participate in continuous improvement activities with a goal to enhance the student experience and achieve process excellence.
- Share best practices with your peers with a goal to improve the performance and productivity of your team.

**Things That Should Be In Your Background**:

- Verbal and written fluency of the English and (Brazilian) Portuguese language.
- Tertiary education required OR 1 year experience in a service-oriented, customer support or related role.
- Demonstrated passion for customer service in the interests of the business and customer.
- Excellent interpersonal skills, consistently amicable and responsive in dealing with all people, both externally and internally.
- Technical proficiency in working on different systems (training will be provided).

**Other Attributes That Will Help You In This Role**:

- 2U is a fast-paced, high-pressure environment and you will be expected to keep up (while getting the necessary level of support). You are expected to be proactive, self-directing and to speak up when you need additional support.
- Teamwork is critical to achieving success in this role. You will need to establish strong relationships with peers and leaders.
- We don't micromanage. So, you have to diagnose problems and brainstorm solutions without any prompt and manage up appropriately.
- Things change all the time. 2U is a very dynamic environment which means that you will need the ability to adapt to change quickly.
- Being truly customer-centric starts with the recognition that a business exists to serve its customers. Without them, our business doesn't exist. This requires a unique mix of servant leadership and empathy as we work to understand customers who each have a unique background and context.
- A focus on self-development is critical to achieving success in this role. You will need to be invested in growth and look to jointly share and contribute to a feedback rich culture.
- You may be required to work outside of normal South African working hours (8 AM - 5 PM), a reliable internet connection is essential.

**About **2U** **Inc**. (NASDAQ: TWOU)**

2U is comprised of 3 lines of business: Graduate Degree Programs, Short Course, and Boot Camps. Going beyond traditional learning management systems, we use tech, people, and data to help top universities and enterprise organizations transform in the digital era—and eliminate the back row in higher ed. We support lifelong learning which means thinking beyond a single degree. It means finding ways for students to gain the skills they need to change careers, evolve their expertise, and meet the challenges of the changing world head-on. We help our partners fill those needs—developing new digital education technologies and offerings capable of supp

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