Website Nova Pioneer
Nova Pioneer Education Group is a Pan-African independent school network offering preschool through secondary education for students from ages 3 through 19. We prepare the next generation of leaders and innovators through world-class teaching methods with an emphasis on 21st century skills. We e… read morestablished Nova Pioneer because we believe education should prepare young people to create their future, not just work in it. Nova Pioneer is a launchpad where ambitious young Africans can begin to shape a better future for the continent and the world. We began by asking ourselves the question, "What capabilities will young people need to succeed in and shape the future that they will encounter, and what approaches to education will best develop those capabilities?” All of our founders have extensive backgrounds in education at top institutions across the globe, having studied at universities such as Harvard and Stanford and led education programs for McKinsey and Co., the African Leadership Academy, and top school networks in the US (Excel Academies). Yet at Nova Pioneer we believe that you never stop learning. So we visited and studied leading schools spanning from Singapore to Peru, and the United States to the United Kingdom. We connected with leaders of the cutting-edge education research, and leading thinkers on 21st Century Learning such as Sir Ken Robinson and teachers and atelieristas from Reggio Emilia, the leading global early education model, to name a few. We launched our first school in South Africa in 2014, with the aim of incorporating the best education models in the world, while keeping it as affordable as possible. We’ve since expanded within South Africa, and to Kenya as well – with our first Kenyan school launching in 2015. In all of our schools, we bring in and train top educators to deliver educational excellence in an environment that nurtures our students to uncover their potential and blaze trails in the world beyond our school walls.
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.
Apply Through:
eer.applytojob.com
To apply for this job please visit eer.applytojob.com.