Job Details
Job Type:
Full Time
Workplace Type:
On-site
Qualification:
Diploma
Job Experience:
Mandatory
Job Location:
Eldoret, Kimumu ward, Moiben, Uasin Gishu County, 30100, Kenya
Closing Date:
Undisclosed
Salary:
Undisclosed
Other Pay:
Benefits
ABOUT THE ROLE
Key responsibilities for the role include:
Family engagement through email - Zendesk
- Respond to family emails coming in through Zendesk.
- Maintain a positive, empathetic and professional attitude towards customers at all times
- Ensure customer queries are responded to within agreed timelines
- Escalation of queries that require to
- Ensure records of customer interactions, comments, complaints and transactions are maintained
Family engagement on-call - Work lines
- Answer calls from parents
- Maintain a positive, friendly, empathetic and professional attitude towards customers at all times
- Ensure family calls are attended to within agreed timelines
- Ensure records of customer phone interactions, comments, complaints and transactions are maintained
Family Statement Updates
- Respond to all statement update requests from families on email and calls offering assurance and progress updates
- Update all requests for the finance team to update the family statements
- Escalate any concerns regarding statements updates that present a challenge
- Closeout all statement requests with families once they have been finalised.
General
- Support financial clearance and gating at the start of the school term for any students with arrears and who show up to school.
- Contribute to the ongoing improvement of Nova Pioneer by suggesting and implementing measures that increase productivity, reduce costs and raise customer service levels
- Achieve and maintain proficiency with the system and tools required to perform duties
- Other duties as assigned.
Key responsibilities
- Family engagement through email - Zendesk
- Family engagement on-call - Work lines
- Liaising with Finance for statements updates
- Other General responsibilities
ABOUT YOU
Skills, Experience & Qualifications required:
- A Bachelor’s Degree (in Business preferred)
- CPA (Part I) - Preferred
Core Skills and Competencies
- Customer service experience is desirable.
- Experience in a startup or in a company that gives you significant autonomy and responsibility is a plus!
- Results-driven: goal-oriented, move fast and take ownership of work.
- Eager to learn and accepts feedback as a positive step to professional growth
- They are excited about our organizational culture—and in particular, they are fired up to challenge themselves by embracing mutual vulnerability and a firehose of feedback
- Ability to treat all confidential information with the utmost professionalism.
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