Nova Pioneer, known for its modern learning model and innovative approach to education, is seeking a Parent Fee Support Intern to join its Nairobi-based team. This role is perfect for recent graduates looking to gain hands-on experience in customer service, finance support, and school operations.
As a key member of the customer engagement department, the Parent Fee Support Intern will help maintain smooth communication between families and the school’s finance team.
What the Role Involves
The Parent Fee Support Intern will support parents through both email and phone channels while ensuring that every interaction reflects the school’s respectful and professional culture.
1. Family Engagement via Email (Zendesk)
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Respond to parent queries submitted through Zendesk.
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Maintain a professional, calm, and empathetic communication tone at all times.
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Ensure that all inquiries are resolved within the set timelines.
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Escalate complex queries when necessary.
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Keep detailed records of all customer interactions.
2. Family Engagement via Phone
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Answer parent calls promptly and professionally.
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Maintain accurate logs of all call interactions, including complaints and follow-up notes.
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Ensure calls are handled within agreed service timelines.
3. Family Statement Updates
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Manage requests for statement updates from parents via email and phone.
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Share progress updates with families and liaise with the finance team to ensure statements are updated.
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Escalate any statement-related issues that require higher-level support.
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Confirm resolution with families after updates are completed.
4. General Responsibilities
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Assist with financial clearance at the start of each school term for students with outstanding balances.
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Suggest improvements to enhance productivity and customer service.
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Maintain proficiency with all relevant systems and tools.
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Complete any other duties assigned by supervisors.
What You Need to Qualify
Nova Pioneer is looking for a candidate who meets the following requirements:
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Bachelor’s degree (preferably in Business).
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CPA Part I is an added advantage.
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Prior customer service experience is desirable.
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Experience in a startup or fast-paced environment is a plus.
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Strong drive for results and the ability to take ownership of tasks.
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Openness to feedback, a willingness to learn, and enthusiasm for personal growth.
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Ability to handle confidential information professionally.
How to Apply
Interested applicants can apply via the Nova Pioneer career portal at novapioneer.applytojob.com.
If you’re looking to launch your career in customer service or school finance operations, this internship offers a great starting point.