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Program Delivery Specialist
2 weeks ago
We are seeking a skilled Program Coordinator to ensure the smooth delivery of our programs in the LATAM region. The ideal candidate will have superior written and verbal communication skills, flexibility to work night shifts, and a willingness to handle communication across various channels.
Key Responsibilities:
- Learner Support: Respond to inquiries across all communication channels (email, chat, WhatsApp, voice), ensuring timely and accurate resolutions to enhance learner satisfaction.
- Stakeholder Collaboration: Coordinate with internal teams (course designers, tech support, LMS, instructors) to manage program timelines and address learner concerns efficiently.
- Process Improvement: Identify and implement improvements to enhance program delivery and learner experience.
- Quality Control: Ensure all communications meet quality standards and brand guidelines. Stay updated on programs and partnerships to support learners effectively.
- Enrollment & Application Management: Process applications, ensure eligibility, and maintain timely, accurate admissions workflows.
- Participant Support: Handle inquiries related to enrollment, payments, refunds, deferments, course access, and certificates across various channels.
- Cross-Functional Coordination: Collaborate with Marketing, Finance, Sales, and Program Support teams to address participant issues effectively.
- Performance Metrics: Meet key KPIs like QA, CSAT, and SLA while ensuring a high-quality participant experience.
Qualifications:
- Exceptional language skills (written and verbal) are mandatory for effective communication.
- Willingness to work night shifts and manage all communication channels is required.
- Bachelor's degree preferred but not necessary.
- Prior experience in customer service or learner support roles is essential.
- Tech-savviness is a plus, especially familiarity with LMS, digital learning tools, or CRM platforms.
- Adaptability and organizational skills are crucial for success in this role.
Why Choose This Opportunity?
This position offers the chance to make a meaningful impact by supporting learners globally while working in a collaborative and inclusive environment that values growth and development.
