Nova Pioneer, a forward-thinking educational institution shaping young innovators across Africa, is looking for a Parent Fee Support Intern to support its operations team in Nairobi. This internship is designed for individuals eager to build a career in customer service, finance support, or school administration.
The intern will serve as the first point of contact for families needing assistance with fee statements, account updates, and general finance-related inquiries.
Key Responsibilities
1. Email Support (Zendesk)
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Respond promptly to all parent emails submitted through Zendesk.
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Deliver exceptional customer service with a positive and empathetic tone.
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Meet agreed turnaround times for all responses.
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Escalate complex or sensitive issues to the appropriate department.
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Document all customer interactions for accurate record-keeping.
2. Phone Support
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Handle incoming calls from parents with professionalism and courtesy.
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Ensure each call is logged with detailed notes on concerns or transactions.
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Meet performance expectations for call handling times.
3. Fee Statement Updates
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Manage all requests related to fee statement updates via email or phone.
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Give families timely updates as changes are processed.
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Collaborate with the finance team to update statements.
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Escalate issues that may cause delays or complications.
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Confirm closure of each request once completed.
4. Additional Responsibilities
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Assist during school openings by supporting financial clearance and gating for students with fee arrears.
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Suggest improvements to enhance customer service delivery and reduce operational costs.
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Achieve proficiency in all tools and systems required for daily tasks.
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Handle additional tasks as assigned by supervisors.
Qualifications & Skills
Candidates should meet the following criteria:
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Bachelor’s degree (preferably in Business or related fields).
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CPA Part I is advantageous but not mandatory.
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Customer service experience is desirable.
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Experience working in startups or high-autonomy environments is a plus.
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Strong goal orientation and ability to take initiative.
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Willingness to accept feedback and continuously improve.
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Ability to maintain high confidentiality when handling parent information.
Why This Internship Matters
This position offers meaningful exposure to customer service, school finance operations, and administrative support. Interns at Nova Pioneer often get opportunities to grow, take on leadership roles, and develop strong professional skills.
How to Apply
Interested candidates should submit their applications through the Nova Pioneer careers portal: novapioneer.applytojob.com.
