Position Overview:<\/p>\n
The Customer Experience Intern supports the Customer Experience team in managing customer queries, documenting data, and learning the full Tap2Eat support process. This role provides hands-on exposure to call handling, customer communication, data capture and interpretation, and CRM and escalation tools, while contributing to excellent service delivery for parents, learners and schools.<\/p>\n
Working under close supervision and mentorship, you will focus on developing practical skills in\u00a0customer engagement, reporting, and operational support within a fast-paced, mission-driven\u00a0environment.<\/p>\n
By the end of the internship, you will be confident in handling customer queries professionally, understand Food for Education\u2019s customer service workflows and systems, and apply best practices in data accuracy, documentation, and reporting. You will also gain hands-on experience in call center operations, feedback management, and issue resolution, contributing meaningfully to improved service delivery and customer satisfaction.<\/p>\n
Key Responsibilities:<\/p>\n
Customer Support<\/p>\n
\tAssist in responding to parent and school inquiries through calls, WhatsApp, or email under supervision.
\n\tLog all interactions in the CRM system accurately and according to training guidelines.
\n\tSupport the team in following up on pending issues and ensuring timely updates are shared with customers.
\n\tObserve and learn best practices in professional communication and customer handling.<\/p>\n
Data Entry and Feedback Management<\/p>\n
\tRecord, update, and verify customer details and case information accurately.
\n\tSupport continuous data validation, privacy compliance, and system accuracy.
\n\tAccurately escalate all issues that need second-level support using F4E\u2019s escalation and reporting tools.
\n\tAssist in identifying and escalating recurring issues to support service improvement initiatives.
\n\tMaintain confidentiality and adhere to data protection standards in all customer records.<\/p>\n
Customer Education and Engagement<\/p>\n
\tLearn and assist in explaining Tap2Eat features and processes to parents and schools.\u00a0
\n\tShare approved information with customers virtually or in person as guided.
\n\tSupport the CX team in updating FAQs, parent education materials, and resources for onboarding and reactivations.
\n\tSupport service survey activities through virtual interactions and in-field learners\u2019 and teachers\u2019 interactions.<\/p>\n
Cross-Functional Learning<\/p>\n
\tShadow team members to understand collaboration between Customer Experience, Tap2Eat Operations, Finance, and Field Teams.
\n\tParticipate in team meetings and contribute to discussions on service improvements.
\n\tLearn internal workflows, escalation procedures, and all Customer Experience standard operating procedures that govern all interpersonal and stakeholder behavior and interactions.<\/p>\n
Core Competencies<\/p>\n
\tExcellent written and verbal communication skills.
\n\tDemonstrates curiosity to understand customer issues and suggest practical solutions.
\n\tHigh attention to detail to ensure accurate data and record management.
\n\tPatience and adaptability when dealing with diverse clients and issues.
\n\tWillingness to learn new systems, workflows, and service tools.
\n\tAbility to apply feedback quickly and continuously improve performance.
\n\tAdjusts to changes in workflows, tools, or team priorities with a positive attitude.
\n\tComfortable working with digital tools, spreadsheets, and CRM systems.
\n\tUnderstands the importance of data privacy, integrity, and confidentiality.<\/p>\n
Role Requirements:<\/p>\n
\tMinimum of six (6) months experience working in a call center environment.
\n\tFlexibility to work on rotational shifts running between 6:00am-11:00pm, Sunday to Friday<\/p>\n
go to method of application \u00bb<\/p>\n
Use the link(s) below to apply on company website. \u00a0<\/p>\n
Apply Through:<\/p>\n","protected":false},"author":2,"featured_media":0,"template":"","meta":{"_promoted":"","_job_location":"","_application":"","_company_name":"Food For Education","_company_website":"https:\/\/food4education.org\/","_company_tagline":"We provide subsidized nutritious meals to primary school children to improve nutrition education outcomes. We are a not for profit organization that works with vulnerable children in the public school system to improve their lives and school performance. Founded in 2012, Food for Education provid... read morees subsidized school meals every day to over 15,000 kids with a goal of feeding 1,000,000 kids by 2025.","_company_twitter":"","_company_video":"","_filled":0,"_featured":0,"_remote_position":0,"_job_salary":"","_job_salary_currency":"","_job_salary_unit":""},"job_listing_region":[692],"job-categories":[693,717,1317],"job-types":[689],"class_list":{"0":"post-94946","1":"job_listing","2":"type-job_listing","3":"status-publish","4":"hentry","5":"job_listing_region-nairobi","7":"job-type-contract"},"jetpack_sharing_enabled":true,"_links":{"self":[{"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/job-listings\/94946","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=94946"}],"wp:term":[{"taxonomy":"job_listing_region","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/job_listing_region?post=94946"},{"taxonomy":"job_listing_category","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/job-categories?post=94946"},{"taxonomy":"job_listing_type","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/job-types?post=94946"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}