Summary
Date Posted: Tuesday, February 21, 2023 , Base Salary: Not Disclosed

JOB DETAILS:

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.


Job Experience: No Requirements

Work Hours: 8

Level of Education: Bachelor Degree

Job application procedure

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