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.

ABOUT YOU

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.