Consultant Intercultural Language Destination - US Based Remote

Overview:

Cartus’ Language Solutions team supports thousands of international assignees, their spouses and children with language training around the globe, focusing on a variety of language learning areas such as business, integration, immigration requirements, school requirements and L&D. This support allows assignees and their families to grow and develop both professionally and personally, and many take away a new skill which benefits them well into the future.

The Language Consultant will have end-to-end responsibility for language programmes, including ensuring that all eligible customers are quickly and efficiently onboarded to our digital learning platform and that they are matched with the best trainer for their needs, whether online or in person. The role of the Language Consultant is critical in driving a significant portion of ILS’s revenue, ensuring successful customer/trainer matches, quality and continuity of service, as well as a high level of customer service throughout the customers’ engagement with ILS. In overseeing language programmes, the Language Consultant will also be responsible for troubleshooting issues and responding to customer escalations, which will involve liaising with internal parties, as well as coaching and sharing feedback with language trainers and partners. 

Primary Duties:

• Analysing participant language needs. 
• Consulting on best training options for students and make recommendations for training.
• Ensuring that the best possible trainer is assigned to each student, based on his/her linguistic needs and objectives.
• Ensuring ongoing quality control, providing support to assignees when needed, and overseeing service recovery. This will require liaising with internal colleagues and/or language trainers and partners around the world.
• Encouraging effective utilisation of language training by overseeing customer progress and sharing feedback with trainer and internal stakeholders on programme quality.
• Troubleshooting and resolve conflict with trainers and participants where necessary.
• Working with Language Partner Management Team to ensure that the global trainer network is fit for purpose, both in terms of coverage and trainer abilities. 

Internal/External Customer Service and Other Duties:

• Supporting the wider Cartus team with knowledge and understanding of language services.
• Reviewing and taking action on reports detailing customer activity, utilisation, disputes as to hours taken, volume, revenue, utilisation etc.
• Acting as product technical rep/subject matter expert both internally and externally as needed.
• Identify and suggest areas for improvement, streamlining, efficiency, both internally and for customers.
• Coordinating and managing special Language Department projects.
• Training new team members on process and procedures.
• Providing coverage for colleagues as required.

Education/Experience Preferred:

• Bachelor’s degree or equivalent.
• At least 1 – 3 years of customer service and/or sales experience. 
• At least 1 – 3 years of language teaching and/or training experience.
• At least 6 months international living experience.
• Knowledge of at least one second language. 

We will consider candidates who do not meet all these requirements if suitable alternatives are presented.

Key Qualities:

• Excellent time management and organisational skills.
• Ability to multi-task and prioritise.
• Excellent written and verbal communication skills, including ability to summarise and explain concepts or ideas quickly and simply.
• Initiative, critical thinking skills, strong problem solving / analytical ability.
• Interpersonal/Influencing skills.
• Ability to deliver constructive feedback in an effective and non-judgemental manner.
• Enjoy communicating with individuals from around the world and the ability to adapt communication style to fit various cultural norms of customers and trainers. 
• Ability to work quickly and accurately, independently or as part of a team as required.
• Strong technical skills/computer literacy and ability to work on multiple systems at one time.