Position: Call Centre Agent (several positions)
Location: Nairobi
About Bridge International Academies
Bridge International Academies was conceived in 2007 out of the belief that giving every child access to a high quality education would have the greatest impact on reducing poverty worldwide. With that guiding insight, Bridge International developed a strategy that would enable it to launch a large-scale network of high-quality, ultra low-cost, for-profit primary schools.
Operating a network of schools supported by a strong central headquarters gives Bridge International the scale, experience, and capacity to invest in systems of management, support, training, and innovation that allows individual schools to dramatically increase their effectiveness. Using this model, Bridge International is able to profitably deliver high-quality education for $4 per child per month.
This ensures that its academies will continue to successfully serve its communities as long as parents value the educational service provided. The first Bridge International Academy launched successfully in Kenya in 2009 and 60 academies will be operating in Kenya in January 2012. Through rapid and strategic expansion, Bridge International will provide a quality education to over a million students in the coming years.
About this position:
The Call Centre Agent will be the first line of contact between the company, schools and all stakeholders. He/She will provide high level support to parents, Academy managers, teachers and other staff members.
Primary Responsibilities
- Respond to and record all callers’ enquiries & complaints and maintain records of all interactions.
- Provide customers with process and service support with regards to all school operations, billing information, construction, marketing, curriculum support and Smart phone system support.
- Identify, resolve or escalate all reported issues and complete all call logs.
- 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.
- 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.
- Any other duties as may be assigned from time to time.
Knowledge, Skills Requirements & Desirables
- A diploma in Customer Service, Marketing, Supply Chain Management, Business Management or any related field.
- At least two years Call centre experience, Customer Service & help desk support.
- Customer service oriented, high level of motivation & professional telephone etiquette.
- A crisp clear and neutral accent.
- Resilience, ability to function under high pressure environment, dependable, responsible, able to follow specific instructions as well as deliver on commitments.
- Quick learner with sound analytic skills & a proven performance track record. Able to grasp new & existing work models, aspects & development.
- Excellent verbal and written communication skills- fast and accurate typing.
- A responsible & positive attitude, able to comprehend, capture as well as interpret basic & complex caller information.
- Excellent people skills, ability to build rapport & relationships with all stakeholders.
- Quick decision-making abilities & independence, ability to ‘think on your feet’.
- Ability to meet strict deadlines, pay attention to detail, accuracy in record keeping & tracking repetitive tasks.
- Pleasant and friendly mannerism, ability to treat people with respect under all circumstances, instill trust in others & uphold the values of the organization.
- Basic computer knowledge / technological skills, proficiency in Ms office suites, keyboarding skills adept in using search tools, browsers and common email applications
- Sound memory & judgment, probing skills, able to manage difficult caller situations, to respond promptly to the needs of the customer & solicit feedback to improve service.
- Ability to adapt to change, meet the changing demands of the work environment, work long hours on different shifts across a 24-hr period & weekends.
- Ability to multitask, work well as an individual & part of a team; to exhibit objectivity and be open-minded towards the ideas and views of others, give as well as welcome feedback & contribute to team building.
- Outgoing and energetic personality, good social skills.
In order to be considered for this position all candidates must register and upload their CV’s on our website at www.bridgeinternationalacademies.com
Successful candidates should be able to take up their positions immediately.
Only short listed candidates will be contacted