NGO Customer Care Associate Jobs in Kenya
Who We Are
Bridge 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 Approach
Education 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.
What You Will Do
- Receive inbound calls including transfers from internal employees and as well as parents, and any other caller.
- Place outbound follow-up calls
- Answer questions about the product details, the company, and update all issues in the CRM
- Maintains and improves quality results by adhering to standards and guidelines; recommending improved procedures.
- Updates job knowledge by studying new product descriptions; participating in educational opportunities.
- Meet Quality Assurance Requirements and other key performance metrics.
What You Should Have
- Excellent interpersonal, written, and oral communication skills
- Excellent listening skills and the ability to ask probing questions, understand concerns, and overcome objections
- Strong work ethic and self-starter, able to effectively manage multiple priorities and adapt to change within a fast-paced business environment
- Must possess and professional and friendly attitude and be able to quickly develop a rapport with callers over the phone.
- Must possess and be able to demonstrate strong influencing and closing skills.
- Ability to learn and navigate new software quickly
- Ability to type 25 wpm+
- College Diploma preferred, but not required
- Previous call centre experience a plus, but not mandatory
- A detailed doer– You have a track record of getting things done. You’re organized and responsive. You take ownership of every idea you touch and execute it to a fine level of detail, setting targets, engaging others, and doing whatever it takes to get the job done. You can multi-task dozens of such projects at once and never lose sight of the details. Likely, you have some experience in a start-up or other rapid-growth company.
- A creative problem-solver – Growing any business from scratch comes with massive and constant challenges. On top of that, Bridge works in volatile, low-resource communities and runs on fees averaging just $6 a month per pupil. You need to be flexible and ready to get everything done effectively, quickly, and affordably with the materials at hand. Every dollar you spend is a dollar our customers, who live on less than $2 a day, will have to pay for.
- A customer advocate – Our customers – these families living on less than $2 a day per person – never leave your mind. You know them, get them, have shared a meal with them (or would be happy to in the future). You would never shrink back from shaking a parent’s hand or picking up a crying child, no matter what the person was wearing or looked like. Every decision you make considers their customer benefit, experience, and value.
- A life-long learner– You believe you can always do better. You welcome constructive criticism and provide it freely to others. You know you only get better tomorrow when others point out where you’ve missed things or failed today.