Nova Pioneer Education Group is seeking a Parent Fee Support Coordinator to be based in Eldoret. The role is focused on managing family engagement regarding school fees through digital and phone channels, ensuring high levels of customer satisfaction and accurate financial record-keeping.
Role Responsibilities
Family Engagement (Email - Zendesk)
Respond to family emails coming in through Zendesk promptly.
Maintain a positive, empathetic, and professional attitude towards customers at all times.
Ensure customer queries are responded to within agreed timelines.
Escalate queries that require further intervention to the appropriate departments.
Ensure records of customer interactions, comments, complaints, and transactions are maintained.
Family Engagement (On-call - Work lines)
Answer calls from parents professionally and maintain a friendly, empathetic demeanor.
Ensure family calls are attended to within agreed timelines.
Maintain detailed records of customer phone interactions, comments, complaints, and transactions.
Family Statement Updates
Respond to all statement update requests from families via email and calls, offering assurance and progress updates.
Update all requests for the finance team to facilitate family statement updates.
Escalate any concerns regarding statement updates that present a challenge.
Close out all statement requests with families once they have been finalized.
General Duties
Support financial clearance and "gating" at the start of the school term for any students with arrears.
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 systems and tools required to perform duties.
Perform other duties as assigned.
About You (Requirements)
A Bachelor’s Degree (preferably in a Business-related field).
CPA (Part I) is preferred.
Prior experience in customer service is desirable.
Experience in a startup or a company that offers significant autonomy and responsibility is a plus.
Results-driven: goal-oriented, able to move fast, and take ownership of work.
Eager to learn and views feedback as a positive step toward professional growth.
Excitement about Nova Pioneer’s organizational culture and a willingness to embrace mutual vulnerability.
Ability to treat all confidential information with the utmost professionalism.
How to Apply
Interested and qualified candidates should apply online via the Nova Pioneer career portal. Please visit https://www.myjobmag.co.ke/apply-now/1192677 which will redirect you to the application page at novapioneer.applytojob.com.
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