Customer Service Intern

ABOUT THE COMPANY

Pharo Foundation (“the Foundation”) is a mission-driven, non-profit organization that designs, funds, and operates economic development programs to achieve its vision of a vibrant, productive, and self-reliant Africa. Over the next decade, our goal is to create maximum impact toward three critical missions:
Empowering the next generation-Ensuring that all students have an opportunity to access a high-quality, affordable education and become productive citizens of a rapidly changing world.
Eliminating barriers to employment and productivity-Identifying and eliminating health, financial, and structural barriers to employment and productivity for working people.
Solving water scarcity-Ensuring that people and communities across Africa have access to a safe and affordable source of water.
Established within our Education Mission, Pharo Schools are centers of excellence offering top-quality education and integrating extracurricular activities to ensure an all-rounded approach. Pharo Schools follow their respective countries’ national curriculums and select regional and international ones to ensure our students are competitive. The academic structure is complemented by reading materials and creative technology-based learning solutions. Our schools offer a child-friendly learning environment fostering equality and respect. We strive to ensure all our students realize their full potential.
The Foundation also operates Pharo Ventures, the for-profit arm of its operations with sustainable businesses in Ethiopia and Somaliland geared towards job creation and economic empowerment.
With over 700 employees in Ethiopia, Kenya, Rwanda, and Somaliland, we are a diverse, multicultural, and passionate organization. We have our headquarters in Nairobi, Kenya, and a liaison office in London, UK, which is home to our parent organization, Pharo Management.
In Kenya, the Pharo Foundation has recently partnered with Tender Care Junior Academy, a private school offering a local curriculum designed to make quality education accessible to a broader audience.

JOB SUMMARY

Duties and responsibilitiesCustomer Service and Front Office SupportWelcome 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 ManagementReceive 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 SupportSupport 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 SupportMonitor 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 ManagementAccurately 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.

REQUIRED SKILLS

Customer relations, Customer service, Customer support, CRM systems, Sales support

REQUIRED EDUCATION

Bachelor's degree