Job Title: Customer Care Associate
Organisation: Bridge International Academies
Duty Station: Kampala,
Uganda
Uganda
About US:
Bridge
International Academies is the world’s largest and fastest-growing chain of
primary and pre-primary schools with more than 400 academies and 120,000 pupils
in Kenya and Uganda. We democratize the right to succeed by giving families
living in poverty access to the high-quality education that will allow their
children to live a very different life. We leverage experts, data, and
technology in order to standardize and scale every aspect of quality education
delivery, from how and where academies are built to how teachers are selected
and trained, and how lessons are delivered and monitored for improvement. We
are vertically-integrated, tech-enabled, and on our way to profitability.
Bridge expects to continue rapid expansion in East Africa, and will be
launching operations in Nigeria in September 2015, with India to follow in
2016.
International Academies is the world’s largest and fastest-growing chain of
primary and pre-primary schools with more than 400 academies and 120,000 pupils
in Kenya and Uganda. We democratize the right to succeed by giving families
living in poverty access to the high-quality education that will allow their
children to live a very different life. We leverage experts, data, and
technology in order to standardize and scale every aspect of quality education
delivery, from how and where academies are built to how teachers are selected
and trained, and how lessons are delivered and monitored for improvement. We
are vertically-integrated, tech-enabled, and on our way to profitability.
Bridge expects to continue rapid expansion in East Africa, and will be
launching operations in Nigeria in September 2015, with India to follow in
2016.
Job Summary: The Customer Care Department is the first-line
resolution centre for any and all issues that may come through from Bridge’s
more than 4,000 academy staff, parents, community members, and many more. The
incumbent will be supporting Bridge maintain its central channel of
communication with the academies open and effective. You will do this by
supporting our Academy Managers, Area Managers teachers and parents in Uganda
and helping them resolve their day-to-day operational challenges. The Customer
Care team reports into the Director of Operations. You will report into the
Customer Care Manager.
resolution centre for any and all issues that may come through from Bridge’s
more than 4,000 academy staff, parents, community members, and many more. The
incumbent will be supporting Bridge maintain its central channel of
communication with the academies open and effective. You will do this by
supporting our Academy Managers, Area Managers teachers and parents in Uganda
and helping them resolve their day-to-day operational challenges. The Customer
Care team reports into the Director of Operations. You will report into the
Customer Care Manager.
Key Duties and Responsibilities:
·
Quickly respond to, resolve and record all callers’
enquiries & complaints and maintain records of all interactions.
Quickly respond to, resolve and record all callers’
enquiries & complaints and maintain records of all interactions.
·
Provide customers with process and service support
with regards to all Academy operations, billing information, construction, marketing,
curriculum support and IT systems support.
Provide customers with process and service support
with regards to all Academy operations, billing information, construction, marketing,
curriculum support and IT systems support.
·
Identify, resolve or escalate all reported issues
and complete all call logs.
Identify, resolve or escalate all reported issues
and complete all call logs.
·
Research required information using all available
resources to offer prompt resolution.
Research required information using all available
resources to offer prompt resolution.
·
Update the existing databases with changes and the
status of each caller / reported issue.
Update the existing databases with changes and the
status of each caller / reported issue.
·
Make timely follow-up calls on initial contacts, to
provide feedback and progress on issues raised.
Make timely follow-up calls on initial contacts, to
provide feedback and progress on issues raised.
·
Data entry and maintenance of callers and potential
customers’ data bases.
Data entry and maintenance of callers and potential
customers’ data bases.
·
Perform any other duties as may be assigned from
time to time
Perform any other duties as may be assigned from
time to time
Qualifications, Skills and
Experience:
Experience:
·
The applicant should hold a diploma in Customer
Service, Marketing, Supply Chain Management, Business Management or any related
field.
The applicant should hold a diploma in Customer
Service, Marketing, Supply Chain Management, Business Management or any related
field.
·
A minimum of two years’ Customer Care experience,
Customer Service or help desk support.
A minimum of two years’ Customer Care experience,
Customer Service or help desk support.
·
Fast and accurate typing (25 WPM)
Fast and accurate typing (25 WPM)
·
Strong customer service orientation, responsible and
positive attitude
Strong customer service orientation, responsible and
positive attitude
·
Excellent verbal communication skills
Excellent verbal communication skills
·
Polite, courteous on calls with clear and neutral
accent
Polite, courteous on calls with clear and neutral
accent
·
Comfortable with working in shifts and/or over
weekends, if required
Comfortable with working in shifts and/or over
weekends, if required
·
Ability to function under high pressure environment
and deliver on time
Ability to function under high pressure environment
and deliver on time
·
Ability to follow specific instructions
Ability to follow specific instructions
·
Quick learner with sound analytic skills and a
proven performance track record
Quick learner with sound analytic skills and a
proven performance track record
·
Ability to capture and interpret basic and complex
caller information
Ability to capture and interpret basic and complex
caller information
·
Excellent people skills, ability to build rapport
and relationships with all stakeholders.
Excellent people skills, ability to build rapport
and relationships with all stakeholders.
·
Basic knowledge of MS office and common email
applications
Basic knowledge of MS office and common email
applications
·
Ability to multitask (simultaneously calling and
typing accurately)
Ability to multitask (simultaneously calling and
typing accurately)
·
Team player and open to constructive feedback
Team player and open to constructive feedback
·
Ability to speak Luganda and Lusoga
Ability to speak Luganda and Lusoga
How to Apply:
If you so
desire to join Bridge International Academies in the aforementioned capacity,
please Apply Online by Clicking on the link below
desire to join Bridge International Academies in the aforementioned capacity,
please Apply Online by Clicking on the link below
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