Learner Success Coordinator - South Africa
MasterStart
MasterStart is an edtech business that places human connection at the heart of our flexible and fully supported online learning programmes. Our portfolio of programmes empower learners to grow, adapt and develop their careers in our fast-changing world. At MasterStart, we are: Passionate about what we do, Flexible in our approach, Genuine in our actions and are committed to Thriving together We are looking for a hands-on Learner Success Coordinator to work in a dynamic, fast-paced and fast-growing company. The successful candidate will need to be versatile, eager and have a thorough understanding of best practices. Were searching for a tech savvy and energetic candidate that brings more than the usual 9-5 atmosphere to our exciting business We have ambitious international growth plans so this role has considerable opportunity for career progression and to grow with the company. Duties and Responsibilities: Provide the Learner Success Coach with the required back-end support Manage and action all queries related deferral, extensions, cancellations in accordance to the process Act as a point of contact, via email and phone for learners seeking support for pastoral, technical and academic issues via the general services desk Confirm with Industry Experts & Learner Success Coaches courses that are running Weekly check-ins with the Learner Success Coaches for alignment Update learner tracking tool and generate reports for business Generate course reports as required i.e. course closure reports. Action all queries and manage Zendesk and the dialer for allocated shifts alongside colleagues and respond within required time frames Provide partnership support and coordination where required Support the Learner Success Coach and ensures the processes and policies are adhered to per allocated partner Maintain accurate records of all student interactions in accordance with internal guidance and protocols in compliance with POPI and GDPR Vet gradebooks to ensure they are to the standards set in the Assessor Guide Create and distribute certificates per allocated partner Requirements Requirements and Qualifications: Ideally a minimum of a higher certificate or diploma A minimum of 2 years coordination experience and skills Has a successful track record of multiple cohorts A passion for administration, coordination and reporting Exceptional communication and time management skills Stable and fast internet and quiet work environment at home Working hours Shift work: 8:00- 17:00 / 12:00-20:00 Monday-Friday and Saturday 8:00 13:00 In office role: Cape Town office based with work from home allowed during the evening and weekend shift Location Cape Town, South Africa
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