Customer Success Coordinator at Nova Pioneer

Nova Pioneer is looking for a superstar Customer Success Coordinator. As a Customer Success Coordinator, you will be part of the Admissions team within the Kenya Marketing Function

ABOUT THE ROLE

You will be responsible for:

• Engaging prospective parents via different channels i.e. Phone Calls, Emails, SMS, or Whatsapp, and booking them for an Open Day based on their campus of interest as well as scheduling students for grade-specific assessments.
• Coordinate the enrolment document collection process upon the successful acceptance of a student at Nova Pioneer. 
• Provide efficient customer service by promptly and courteously responding to all inbound and outbound phone calls to minimize customer churn. 
• Process phone call engagements accurately and within established time standards to ensure prospective parents are well informed of Nova Pioneer’s offering.
• Manage and utilize time effectively to ensure the required phone call data is captured accurately and service handle time is met, ensuring quality and customer satisfaction standards are met. 
• Efficiently utilize Nova Pioneer’s reference materials to provide accurate and timely information to prospective parents.
• Collaborate with the Admissions team to ensure that any unmet customer needs are well managed.
• Analyze customer data to improve on customer experience and guide on areas that require improvement.

ABOUT YOU

• Bachelor’s degree in Marketing/Commerce/Business Administration or any other relevant related field.
• You have at least 1-year working experience building and managing important relationships in sales and marketing, customer service, communications, and/or business development positions.
• You are a great communicator: You are able to provide a clear and persuasive pitch to anyone and have excellent verbal and written communication skills
• You are empathetic: You are able to understand the various needs of prospective parents and think creatively about how to effectively communicate with them
• Able to understand the customer mix, segment them, designing and execute an effective engagement strategy based on this analysis.
• Able to develop a pipeline engagement strategy by understanding how and when to connect with prospective parents and creatively designing strategies that optimize our effectiveness.
• You are results-driven: You are goal-oriented, move fast and take ownership of work.
• You have strong project management skills: You are able to juggle multiple tasks and meet deadlines and targets.
• Your past managers describe you as a self-starter with a strong work ethic
• You have the ability to thrive in a fast‐paced, entrepreneurial environment
• You are excited about our organizational culture—and in particular, you are fired up to challenge yourself by embracing mutual vulnerability and a firehose of feedback