Associate, Resolution at Bridge International Academies

Bridge International Academies is the world’s largest and fastest-growing chain of primary and pre-primary schools with more than 400 academies and 120,000 pupils in Kenya and Uganda. We democratize the right to succeed by giving families living in poverty access to the high-quality education that will allow their children to live a very different life.

We are recruiting to fill the position below:

Job Title: Associate, Resolution

Location: Lagos

About the Role

• The role will be reporting to the Resolution Manager. The Resolution Associate will be responsible for ensuring Bridge customers/callers receive excellent customer support.
• The Resolution Associate will also resolve recipient questions and resolve any issues within their mandate.
• This position will reward strong service skills, attention to detail, and effective communication with staff.

What You Will Do

• Manage incoming calls from school sites, supervisors and Regional Managers
• Identify and assess callers’ needs to achieve satisfaction/ Resolution 
• Provide accurate, valid feedback and complete information by using the right systems and methods.
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
• Keep records of customer interactions through creating tickets and other tools/systems.
• Follow communication procedures, guidelines and policies
• Monitor internal system tools and identify issues for resolution 
• Work with School Supervisors, Principals and the school team to resolve issues arising from schools
• Performed other duties as assigned by the Resolution Team Manager

What You Should Have

• Bachelor’s Degree, Passion for Bridge’s vision of educating every child. 
• Strong phone contact handling skills and active listening
• Excellent communication skills with a good command of English
• Ability to multitask, manage time effectively and prioritize tasks.
• Good typing speed. At least 25 words per minute with an accuracy of 85%
• Ability to handle complaints in a polite; empathetic and professional manner
• Ability to use a positive, constructive, and solution-focused approach whenever conflict arises
• Positive attitude and enthusiasm when faced with routine work
• Ability to multitask
• High levels of integrity and confidentiality of recipient information.
• Ability to work under pressure 
• Experience using Excel, Google Suite and Gmail is desirable 
• Prior experience working with a customer is a plus
• Ability to enter information accurately in databases

You’re Also:

• A detailed doer – You have a track record of getting things done, with at least 5 years of post-graduate school experience.  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 multitask 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 networking mastermind – You excel at meeting new people and turning them into advocates.  You communicate in a clear, conscientious, and effective way in both written and oral speech.  You can influence strangers in the course of a single conversation.  Allies and colleagues will go to bat for your ideas.  You have an existing network in Nigeria from prior experience in the country, preferably in the regulatory, education, or business sectors.
• 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.
• A data-driven decision-maker – When making decisions, you don’t rely on your intuition alone. You collect data, analyze it and make decisions with clear justifications.
• A curious investigator – You ask why a lot. You don’t just take what you see and accept it. You wonder why it is that way, and are aware that the world we see is created by human choices and actions – and it could be different. You wonder, and see the world as wonderful even when you want to change a part of it that is unjust. 

Application Closing Date
Not Specified.

Method of Application
Interested and qualified candidates should:
Click here to apply online