German Speaking Language Program Coordinator
Learnlight, South Africa
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
Responsibilities
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 pro-active 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
Requirements
- Strong telephone handling skills and active listening
- Strong organizational skills with demonstrated administrative professionalism and responsiveness
- Proactive with team spirit who thrives under pressure
- Ability to multi-task, prioritize and manage time effectively
- Customer orientation and ability to adapt to different profiles, including managing difficult conversations.
- Needs to be a