Customer Care Associate at Bridge International Academies

Job title:  Customer Care Associate Who We AreBridge believes every child has the right to high quality education and works in partnership with governments, communities, parents and teachers to deliver education to over 100,000 children in underserved communities across Africa and Asia. Bridge leverages in-depth teacher training and support, advanced lesson plans and wireless technology to provide pupils with a meaningful and life-changing education.Globally, there is an education crisis. Around 263 million children and young people are not in school and the number of primary school aged children not in school is increasing. Bridge is committed to helping tackle this through a data driven, evidence based approach that delivers strong schools and a great education for all.The Bridge ApproachEducation is in crisis in many countries around the world. It is estimated that 264 million children and young people are out of school, and 330 million children are in school but not learning. In addition, an extra 69 million teachers are needed to achieve the 2030 UN education goals.Many education systems are plagued with inadequate materials and poor management systems, all leading to chronic teacher absenteeism and a lack of learning. Education reform is challenging but it is urgently required if we are to prevent another generation of children missing out. So, we work in partnership with governments, NGOs and non-state actors to address the huge education imbalance between what is available and what is needed right now — we work to bridge the gap.We believe parents have the right to choose a school for their children and we enable families to enjoy seeing their children learn, improve and flourish at Bridge schools. We locate our schools in some of the most disadvantaged communities in the world. Families in our communities can be earning just $1.90 per person a day; a level the World Bank notes is at extreme poverty. By putting learning at the centre of all we do, Bridge has become an extremely popular choice for underserved families and low-income communities.With plans to enroll ten million students ten years from now, Bridge offers a tremendous opportunity to grow with one of the world’s most exciting and ambitious social enterprises, with leadership roles available across a number of competencies and geographies.As the main point of contact for all our callers, Customer Care Department is the voice and face of the company, handling requests, inquiries and a host of other duties that vary depending on the type of issue business.The customer service department plays an important role in the survival and continued functioning Bridge. About the Role:Although there are many different roles that a customer service department plays, the major role is to ensure that all callers get their issues attended to and escalated to the correct department. The tasks and activities of customer service representatives are directly related to this roleWhat You Will Do:• Respond to, resolve and record all callers’ inquiries & 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.• 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 

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