Customer Service Intern at Pharo School Nairobi

Duties and responsibilities

Customer Service and Front Office Support

• Welcome and assist parents, learners, visitors, and guests in a professional and friendly manner.
• Respond to telephone, email, and walk-in enquiries and direct them appropriately.
• Support scheduling of appointments, school tours, meetings, and venue bookings.
• Maintain accurate records of enquiries, correspondence, and customer interactions.
• Assist in preparing and distributing school communications and notices.
• Record and track customer concerns, ensuring timely follow-up and escalation where necessary.
• Build positive relationships with parents, learners, staff, and other stakeholders.
• Support front office operations and administrative activities as assigned.

Admissions and Lead Management

• Receive and manage admissions enquiries from phone calls, emails, website forms, social media platforms, referrals, and walk-in visitors.
• Maintain accurate admissions records and prospective learner databases.
• Conduct follow-up calls, emails, and messages to prospective families.
• Track the progress of admissions enquiries from initial contact through enrolment.
• Support school tours, open days, exhibitions, and admissions events.
• Assist with onboarding activities for newly admitted learners and families.
• Prepare admissions reports and updates on enquiry status and conversion trends.

Marketing and Enrolment Support

• Support lead nurturing activities aimed at improving admissions conversion rates.
• Assist in implementing enrolment campaigns and promotional activities.
• Help track enquiry sources and admissions trends.
• Participate in outreach and community engagement initiatives that generate admissions leads.
• Support collection and analysis of admissions and marketing data.
• Contribute ideas that improve customer experience and admissions outcomes.

Digital Marketing and Social Media Support

• Monitor and respond to basic enquiries received through social media platforms.
• Assist in collecting content during school events, activities, and learner engagements.
• Support updating admissions and promotional information on digital platforms.
• Escalate prospective parent enquiries requiring immediate attention.
• Assist in executing social media and digital marketing activities that promote the school's brand and admissions objectives.

Systems and Data Management

• Accurately capture and update learner information in school management systems.
• Support updates of learner records, transport information, and co-curricular activity records.
• Assist with data verification and reporting requirements.
• Ensure admissions and customer records remain accurate, complete, and confidential.
• Adhere to school policies regarding data protection and information management.

Qualifications:

• Recently completed a degree in Customer Service, Marketing, Communications, Public Relations, Business Administration, or related field.
• Recent graduate with practical experience in customer service, admissions, marketing, or client relationship management.
• Experience using social media platforms, customer communication channels, or basic Customer Relationship Management (CRM) systems is desirable.
• Internship, volunteer work or administrative experience is an added advantage.
• Creative, detail-oriented, and able to work under minimal supervision.
• Ability to multitask and deliver within deadlines.