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.
Skills
& Qualifications required:
- A Bachelor’s Degree (in Business preferred)
- CPA (Part I) – Preferred
- 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.
How to Apply
