Global Parent Fee Support Intern at Nova Pioneer

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.

About The Role

Nova Pioneer is looking for a superstar intern to support the Global Parent Fee Support team for a 6 months internship. This is an exciting opportunity to work remotely and to be a part of an innovative network of schools that is developing generations of innovators and leaders who will shape the African Century.

Key responsibilities for the role include:

• Family engagement through email


• Respond to family emails coming in through Zendesk.


• Support email communication strategies to manage and assist in collecting delinquent debtors


• 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


• Maintain weekly statistics on Zendesk response times and apparent satisfaction


• Ensure records of customer interactions, comments, complaints and transactions are maintained


• Family engagement on phone


• Answer calls from parents using the company work lines.


• Support call and text strategies to manage and assist in collecting delinquent accounts


• Maintain a positive, friendly, empathetic and professional attitude towards customers at all times


• Ensure family calls are attended to within agreed timelines


• Maintain weekly call statistics


• 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


• Follow up with finance to ensure all requested updates are executed


• Escalate any concerns regarding statements updates that present a challenge


• Close out 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


• Maintain an effective and productive working relationship with the Finance team and contribute to activities to improve interaction and collaboration with the Finance team


• Achieve and maintain proficiency with the system and tools required to perform duties


• Other duties as assigned by the Global Collections Manager, which may include (but not limited to) assisting with billings during peak times.

About You

Skills, Experience & Qualifications required:

• A Bachelor’s Degree (in Business preferred)


• CPA (K) or Finalist or it’s equivalent (ACCA, CA etc)


• Volunteer or past internship experience in customer-facing roles is desirable.


• Volunteer or past internship experience in a startup or in a company that gives you significant autonomy and responsibility is a plus!


• Results-driven: goal-oriented, moves fast and takes ownership of work.


• Eager to learn and accepts feedback as a positive step to professional growth.


• Excitement about our organizational culture—and in particular, be fired up to challenge yourself by embracing mutual vulnerability and a firehose of feedback.


• Ability to treat all confidential information with the utmost professionalism.

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