ABOUT THE ROLE
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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