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.