ABOUT THE ROLE<\/p>\n
Key responsibilities for the role include:<\/p>\n
Family engagement through email – Zendesk<\/p>\n
\tRespond to family emails coming in through Zendesk.
\n\tMaintain a positive, empathetic and professional attitude towards customers at all times
\n\tEnsure customer queries are responded to within agreed timelines
\n\tEscalation of queries that require to\u00a0
\n\tEnsure records of customer interactions, comments, complaints and transactions are maintained<\/p>\n
Family engagement on-call – Work lines<\/p>\n
\tAnswer calls\u00a0 from parents
\n\tMaintain a positive, friendly,\u00a0 empathetic and professional attitude towards customers at all times
\n\tEnsure family calls are attended to within agreed timelines
\n\tEnsure records of customer phone\u00a0 interactions, comments, complaints and transactions are maintained<\/p>\n
Family Statement Updates<\/p>\n
\tRespond to all statement update requests from families on email and calls offering assurance and progress updates
\n\tUpdate all requests for the finance team to update the family statements
\n\tEscalate any concerns regarding statements updates that present a challenge
\n\tCloseout all statement requests with families once they have been finalised.<\/p>\n
General<\/p>\n
\tSupport financial clearance and gating at the start of the school term for any students with arrears and who show up to school.
\n\tContribute to the ongoing improvement of Nova Pioneer by suggesting and implementing measures that increase productivity, reduce costs and raise customer service levels
\n\tAchieve and maintain proficiency with the system and tools required to perform duties\u00a0
\n\tOther duties as assigned.<\/p>\n
Key responsibilities<\/p>\n
\tFamily engagement through email – Zendesk
\n\tFamily engagement on-call – Work lines
\n\tLiaising with Finance for statements updates
\n\tOther General responsibilities<\/p>\n
ABOUT YOU<\/p>\n
Skills, Experience & Qualifications required:<\/p>\n
\tA Bachelor\u2019s Degree (in Business preferred)
\n\tCPA (Part I) – Preferred<\/p>\n
Core Skills and Competencies<\/p>\n
\tCustomer service experience is desirable.\u00a0
\n\tExperience in a startup or in a company that gives you significant autonomy and responsibility is a plus!
\n\tResults-driven: goal-oriented, move fast and take ownership of work.
\n\tEager to learn and accepts feedback as a positive step to professional growth
\n\tThey are excited about our organizational culture\u2014and in particular, they are fired up to challenge themselves by embracing mutual vulnerability and a firehose of feedback
\n\tAbility to treat all confidential information with the utmost professionalism.<\/p>\n
Apply Through:<\/p>\n
eer.applytojob.com<\/p>\n","protected":false},"author":2,"featured_media":0,"template":"","meta":{"_promoted":"","_job_location":"","_application":"http:\/\/eer.applytojob.com","_company_name":"Nova Pioneer","_company_website":"http:\/\/novapioneer.com","_company_tagline":"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?\u201d 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\u2019ve 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.","_company_twitter":"","_company_video":"","_filled":0,"_featured":0,"_remote_position":0,"_job_salary":"","_job_salary_currency":"","_job_salary_unit":""},"job_listing_region":[812],"job-categories":[693,701],"job-types":[687],"class_list":{"0":"post-93573","1":"job_listing","2":"type-job_listing","3":"status-publish","4":"hentry","5":"job_listing_region-eldoret","7":"job-type-full-time"},"jetpack_sharing_enabled":true,"_links":{"self":[{"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/job-listings\/93573","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/job-listings"}],"about":[{"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/types\/job_listing"}],"author":[{"embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/users\/2"}],"wp:attachment":[{"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/media?parent=93573"}],"wp:term":[{"taxonomy":"job_listing_region","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/job_listing_region?post=93573"},{"taxonomy":"job_listing_category","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/job-categories?post=93573"},{"taxonomy":"job_listing_type","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/job-types?post=93573"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}