Associate, Customer Care
Bridge international
Nigeria, Yaba
6d ago

Who We Are

Bridge partners with governments, donors, and parents to ensure that every child has access to an education that develops her full potential and creates the foundation for prosperity for the country.

We are dedicated to supporting teachers, empowering school leaders, and ensuring every child has the learning support needed to master the national syllabus and have the confidence to succeed in a competitive world.

Each of our project or country teams are supported through expertise and programming from additional offices around the world, combining world-

leading expertise in core design areas with locally resident leadership and execution. We leverage experts, data, and technology in order to support and scale every aspect of quality education delivery.

Bridge managed and supported schools are technology enabled and data driven to ensure accountability in the classroom for both teachers’ performance and children’s learning.

The Bridge model delivers significant learning outcomes at large scale by combining technology and customized learning materials.

At Bridge, we believe innovation and technology can transform learning. Our model which uses technology to deliver thoroughly researched and carefully designed daily lesson guides to teachers in our academies is proven to increase learning outcomes for children.

We are a solutions-driven, implementation-focused organization, using design principles to work in varied and often highly constrained contexts to ensure learning outcomes and positive development for children.

Working in regional and national scales is important to us, as empowering entire generations of children with core knowledge, skills, and confidence is what builds the foundation for a peaceful and prosperous future for us all.

Our mission is to provide our pupils with a life-changing education and we believe that every child should have a right to world-

class education regardless of her family’s income. Core to our approach is the conviction that every child can learn, as long as the school she attends is committed to her development and puts her needs to learn at the forefront of all decisions.

We have seen teachers and children transform and excel in both government and private schools that we support and manage.

We invite you to join this incredible endeavor that is having world-changing impact across multiple continents. You will join a team of dedicated change-

makers committed to ensuring that each decision we make keeps a child’s experience of learning as its guiding principle.

Nigeria

The education crisis is one that requires urgent, collective, and concrete action to surmount. While Nigeria is said to have the largest number of out of school children in the world, the education crisis is not just about out of school children, but also about children who are in school and not learning.

In Sub Saharan Africa, statistics say that 88% or almost 9 out of 10 children and adolescents will not be able to read proficiently by the time they are of age to complete primary and lower secondary Education.

With Nigeria being the most populous country in Sub Saharan Africa, this crisis impacts us most.

Bridge started operations in Nigeria in 2015, opening its first low fee private nursery and primary schools targeted at providing life changing education for families living in low-

income areas of Lagos State in parts of Ikorodu, Alimosho, Badagry, Ojo, Epe, and other local government areas. In 2017, Bridge NG further expanded its reach to the most marginalized and vulnerable communities by partnering with the Nigeria Stock Exchange (NSE) and the State of Borno to set up a public school serving out-

of-school children and children from internally displaced communities. In 2018, Bridge NG became technical partners to the Edo State government in its implementation of the Edo State Basic Education Sector Transformation program to reform its public primary and nursery school system.

Today, Bridge NG works with both communities and governments to ensure hundreds of thousands of children have access to either a well-

run, high achieving affordable private or free public school so that the United Nations Sustainable Development Goal 4 of Quality Education becomes a reality for the millions of children in Nigeria quickly.

You will join a group of young and passionate Nigerians taking concrete action to help address the education crisis in Nigeria and ensure a better future for the children of Nigeria.

Operations

The schools run by Bridge, have to operate in the most efficient and effective way possible to enable us provide life changing education that is affordable to families living below the poverty line, and to governments with limited resources.

This means there is no room for waste and inefficiencies. The Operations Team is responsible for the design, execution and management of the entire sequence of processes required to service the activities of each school, and for providing that support at scale in the most cost efficient and effective way possible.

Operations is the nerve center of the company and is the interface that brings all school-level support functions together.

Our mission is to provide a better service for our parents and governments, a better experience for our employees, and a stable platform on which we continue to scale our work.

Customer Care Department

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 role

What 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
  • What You Should Have

    A diploma in Customer Service, Marketing, Supply Chain Management, Business Management or any related field.

  • At least two years Customer Care experience, Customer Service or help desk support.
  • Excellent oral and written communications skills
  • Customer service oriented, high level of motivation & professional telephone etiquette.
  • Resilience, ability to function under high pressure environment, dependable, responsible, able to follow specific instructions as well as deliver on commitments.
  • Excellent verbal and written communication skills- fast and accurate typing.
  • A responsible & positive attitude, able to comprehend, capture as well as interpret basic & complex caller information.
  • Excellent people skills, ability to build rapport & relationships with all stakeholders.
  • Quick decision-making abilities & independence, ability to think on your feet’.
  • Basic computer knowledge / technological skills, proficiency inMsoffice suites, keyboarding skills adept in using search tools, browsers and common email applications
  • Ability to adapt to change, meet the changing demands of the work environment, work long hours on different shifts across a 24-hr period & weekends.
  • Ability to multitask, work well as an individual & part of a team; to exhibit objectivity and be open-minded towards the ideas and views of others, give as well as welcome feedback & contribute to team building.
  • You’re also

    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 ina startup or social enterprise.

    A creative problem-solver Growing any enterprise from scratch comes with massive and constant challenges. On top of that, Bridge works in often challenging, 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).

    Every decision you make considers their customerbenefit, 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.

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