LATAM Region Program Delivery Specialist

5 days ago

Kottayam, Kerala, India beBeeCoordinator Full time ₹ 8,00,000 - ₹ 12,00,000
Program Coordinator Role

Emeritus is committed to making high-quality education accessible and affordable worldwide by collaborating with top-tier universities.

The Program Coordinator will support learners globally, ensuring smooth delivery of our LATAM region programs. The ideal candidate will have superior written and verbal Spanish/Portuguese skills, flexibility to work in night shifts (India based), and a willingness to handle communication across email, chat, WhatsApp, and voice 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. Major queries relate to extension requests, assignment submissions, grading, and certificate issuance processes.
  • 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:

  • Language Skills: Exceptional Spanish/Portuguese and English communication skills (written and verbal) are mandatory.
  • Work Flexibility: Willingness to work night shifts (India based) and manage all communication channels (email, chat, voice, WhatsApp).
  • Education: Bachelor's degree preferred.
  • Customer Support Experience: Prior experience in a customer service or learner support role.
  • Tech-Savvy: Familiarity with LMS, digital learning tools, or CRM platforms is a plus. Experience in Salesforce, Zendesk, or any ticketing system.
  • Adaptability: Ability to thrive in a fast-paced environment and adapt to evolving processes.
  • Organizational Skills: Strong multitasking ability and attention to detail.

Why Join Us:

At Emeritus, you'll make a meaningful impact by supporting learners globally while working in a collaborative, inclusive, and growth-oriented environment.

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