It is ESSENTIAL that you hold an Undergraduate Degree with a minimum of 1-2 years experience in an account management or client facing position , and show willingness to learn and become proficient in the topics that are taught within the digital financial services field.
The Institute delivers learning to a multitude of countries across the globe, therefore you must possess and be able to demonstrate your experience with cross-
cultural sensitivity having the ability to flex your style is very important. It is expected that you will be highly proficient in your English communication skills (written and verbal).
We are looking for an energetic, efficient, customer orientated individual who is able to work under pressure. You will be someone who is highly organised, proactive in finding solutions and eager to expand your knowledge by actively keeping up to date on industry changes / trends.
Your main responsibilities in the position will be :
Assist with the admissions process, and early retention of participants from the onset through personalised, welcoming interactions, and providing guidance on platform navigation;
Provide effective support and personalised communication through the platform; keeping participants engaged throughout the duration of the course;
Become familiar with and document the nuances of specific course structures to assist in advanced course administration and course structure queries;
Participate in data reviews to inform improvements in product design, sales positioning, marketing, and business development;
Analyse course content and structure and contribute towards articles / videos for proactive student assistance with an aim of promoting student self-help;
Remain up-to-date on departmental processes and industry changes that can have a rollover effect on students;
Meet defined KPIs and participate in regular qualitative coaching and development feedback;
Self-manage workload through the use of data and metrics to drive efficiency;
Facilitate discussions on the discussion board in the online environment;
Utilise an in-depth understanding of the DFI platform to guide the participants in platform navigation, troubleshooting technical problems and report them to the necessary department if they can’t be resolved directly;
Provide support to at-risk participants to ensure successful course completion;
Provide certification related support and administration.
Reporting to the Digital Learning Operations Manager, this is a Full Time, Permanent position, based in Cape Town CBD. As DFI is a global Institute, working hours may be irregular from time to time.
Monthly CTC Package on offer - includes Market Related Basic Salary, Medical Aid contribution, Group Life Benefits, Travel Allowance
NOTE : There are 2 x Class Coach positions available (1 French & English, 1 English)
Education / Experience :
Undergraduate degree required (Essential)
A minimum of 1-2 years experience in account management or client facing role (Essential)
Teacher / Lecturing experience (Advantageous)
Experience within the Digital Financial Services industry (Advantageous)
Prior experience in a similar role within online education (Advantageous)
Specialist knowledge / skills :
Knowledge domains : Online learning / LMS experience
Demonstrated belief in the value of Customer Service to the business through principles and past actions / achievements
Excellent interpersonal skills
Minimum technical proficiency in working on different systems (training will be provided)
Questioning, taking ownership of and simplifying the tasks to achieve business outcomes
Communication skills : ability to speak and write English at a high level of proficiency; ability to deal cross culturally and demonstrated ability to establish productive, collaborative relationships with counterparts
Competencies / Personality Requirements :
Fluent and Proficient in English - both written and spoken
Highly personable (customer facing) with a friendly approach
Passionate on self-development / building sector knowledge
Ability to work independently and in a team environment
Able to multi task and juggle many things at once
Punctual and organised
Confident and driven to achieve
Monthly CTC Package on offer - includes Market Related Basic Salary, Medical Aid contribution, Group Life Benefits and Travel Allowance.
If you feel you meet the above requirements, please send through your application in confidence, which includes a copy of your updated CV and a detailed letter of motivation.
Further communication will be limited to shortlisted candidates. If you have not received a response within 2 weeks of submitting your application, please consider your application as unsuccessful.
The Company reserves the right to withdraw this vacancy at any time.