Customer Specialist

2 months ago

Cape Town, South Africa Boldr Full time

**A LITTLE BIT ABOUT Boldr**:

- Boldr is the first global B-Corp dedicated to delivering world-class Client experiences while creating access to dignified, meaningful work in communities around the world.
- We are a global team, united by our desire to connect diverse people with common values for boldr impact.
- We employ just over a thousand team members across five countries and we want to employ over 5,000 people by 2027, if not sooner.

**LET’S START WITH OUR VALUES**:

- Meaningful connections start with AUTHENTICITY
- We do our best work by being CURIOUS
- We grow by remaining DYNAMIC
- Our success combines AMBITIOUS VISION with OPERATIONAL EXCELLENCE
- At the heart of great partnerships, we’ll always find EMPATHY

**WHAT IS YOUR ROLE**:
As a Student Success Advisor, you are responsible for managing programs and cohorts at a university, providing support and servant leadership to our students. This job description highlights the key responsibilities and expectations of the role, showcasing the support and servant leadership exhibited by the current employee in this position.

**WHY DO WE WANT YOU**:
We are currently looking for impact-driven individuals who are passionate in helping Boldr grow and achieve our Purpose. We expect our Team to become our ultimate partners to success by always giving their 110% in everything, sharing their talents and quirks, and championing our core values: Curious, Dynamic and Authentic.

**WHAT WILL YOU DO**:

- **Program and Cohort Management**:
- Manage programs and cohorts at a university, ensuring their needs are met and their goals for student success are achieved.
- Monitor and review feedback and key performance indicators (KPIs) for specific cohorts, identifying areas for improvement and implementing appropriate interventions.
- Conduct class observations to ensure quality instruction and provide valuable feedback to instructors.
- **Student Outreach**:
- Engage in proactive student outreach to establish connections and build rapport with students.
- Maintain regular contact with students, fostering first-mile connections through at least monthly calls or texts to cohorts.
- Provide ongoing support and guidance to students, addressing any questions, concerns, or challenges they may face.
- **Support and Feedback**:
- Serve as the primary point of contact for students, addressing their needs and providing timely and effective support.
- Actively listen to student feedback, acknowledging their concerns and providing appropriate resolutions.
- Collaborate with relevant departments to address feedback that requires attention and improvement.
- **Connection with At-Risk Students**:
- Monitor the progress of at-risk students and intervene as necessary to support their success.
- Regularly review progress reports and academic performance to identify students who may need additional assistance.
- Implement targeted interventions to ensure at-risk students receive the necessary support and resources.
- **Attendance and Grade Tracking**:
- Manage attendance tracking systems, ensuring accurate and up-to-date records are maintained.
- Monitor student grades and academic progress, identifying any patterns or issues that may require intervention.
- Collaborate with instructors and relevant stakeholders to address attendance or grading concerns.
- **Student Escalations**:
- Handle student escalations promptly and effectively, ensuring timely resolution and maintaining high levels of student satisfaction.
- Collaborate with internal teams to address escalated issues, advocating for students' needs and providing appropriate resolutions.

**Requirements**:
**WHAT WE’LL LIKE ABOUT YOU**:
**YOU ARE**
- Curious and authentic, just like us #beboldr
- An analytical and critical thinker, with an eye for even the most minute of details
- Passionate about client satisfaction.

**YOU HAVE**
- Strong interpersonal and communication skills, with the ability to build relationships and connect with students effectively.
- Ability to provide empathetic support and servant leadership to students.
- Proven ability to manage programs and cohorts, ensuring their success and satisfaction.
- Excellent organizational and problem-solving skills.
- Ability to handle student escalations with professionalism and a customer-centric approach.
- Experience with student outreach, intervention strategies, and academic support.
- Proficiency in using technology platforms for attendance tracking and student communication

**Benefits**

Base salary + benefits.- Paid Time Off
- Training & Development
- Mental Health Support
- Global culture environment

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