Portuguese Speaking Learner Support Advisor

6 months ago

Cape Town, South Africa 2U Full time

At 2U, we are all in on purpose. We are motivated by our mission - to eliminate the back row in education - and connected by our shared passion to deliver world-class digital education at scale. As the parent company of edX, the world's leading online learning platform, 2U powers more than 4,000 online higher education offerings - from free courses to full degrees. Together with more than 230 colleges, universities, and corporate partners, we are helping to unlock human potential.

**What We're Looking For**:
The Learner Support role is responsible for assisting enterprise students/clients with the enrolment process before joining one of our EE presentations and is accountable for ensuring a smooth student journey for companies and students.

**Responsibilities Include, But Are Not Limited To**:
Pre - Enrolment Learner Support Activity
- Responsible for ensuring a smooth journey for enterprise students from start to finish.
- Establish rapport and develop relationships with prospective students/clients via various communication channels.
- Utilise creative problem-solving skills to overcome any obstacles while guiding potential students through our course enrolment process.
- Proactively supporting/contacting enterprise students for future presentations start dates, as well as supporting their journey while partaking in their respective course.
- Build and maintain strong relationships with the relevant enterprise stakeholders to deal with and escalate any student/client queries that arise.
- Follow up on stakeholder accountability for student support queries.

***Post Enrolment Learner Support Activity
- Arrange, prepare, and lead orientation calls for Enterprise cohorts.
- Aid in supervising student activities related to class monitoring, follow-up, and communication.
- Act as the primary point of contact for queries from student support advisors, and assess critical situations to determine if escalation is necessary.
- Ensure thorough support for students during live sessions and collaborate with FTS Support to monitor all live sessions effectively.
- Collaborate with internal cross-functional teams (technical and faculty support) to swiftly address student concerns.
- Mitigate student attrition by delivering proactive, reactive, comprehensive, and exceptional customer service. This role plays a crucial role in upholding 2U's commitment to top-tier service for its students.
- Supervise and contribute to day-to-day operations, ensuring alignment with university policies.
- Take charge of achieving student retention targets set by management. Develop and execute student retention initiatives, including the implementation of an at-risk model.

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

- Verbal and written fluency of the **English** and** (Brazilian) Portuguese** language.
- Tertiary education required OR 3 years experience in Consultative Sales (Edtech industry is preferred).
- 3-5 years of experience in a metrics-driven environment.
- Strong sales and customer service background.
- A proven track record of achieving measurable results in a fast-paced, deadline-driven department.
- Verbal and written fluency of the English language.
- Excellent computer skills (efficient use and knowledge of Google Suite. Exposure to Salesforce is advantageous).

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

- Exceptional communication and interpersonal skills with the ability to establish rapport with the customer base.
- Ability to prioritise and multitask responsibilities at all times.
- Ability to utilise creative problem-solving skills to overcome any obstacles while guiding potential students/clients through our execed online short courses.
- Strong follow-up skills.
- Ability to work a flexible schedule to contact students internationally.
- Ability to work with a diverse team in a fast-paced environment.
- Enthusiasm and the ability to thrive in an atmosphere of constant change.
- Excellent telephone etiquette.
- Passion and a 'can-do' attitude.

**Benefits & Culture**

Our global employee base is a diverse collection of innovators, dreamers, and doers working together to transform lives through higher education. We believe that every employee can advance our shared purpose, and that life at 2U should be fun and meaningful. If you're excited by the opportunity to provide over 40 million learners and counting with access to world-class online higher education, then join us - and do work that makes a difference. #NoBackRow

We offer comprehensive benefits (unique per country) and excellent work/life balance.
Full-time, ZA benefits include:

- 2 complimentary Getsmarter short courses per year
- Subsidised medical aid with Discovery Health Medical Scheme
- 4% 2U contribution towards Discovery Life Pension Fund and Group Risk Benefit
- Employee Assistance Program (EAP)
- Generous leave policy including time off to volunteer for non-profit organization, study leave, sports leave and a company-wide festive se

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