Associate, Resolution at EKOEXCEL

The Resolution team provides telephonic and online issue resolution support to parents, school staff, community members and members of the general public. This department is the first-line resolution centre for any and all issues that may arise at the school or community level. The team manages multiple contact channels (such as phone, email, Whatsapp, and the web) to handle inquiries, and provide resolution. The team also works closely with all departments to ensure that all issues not resolved by them are escalated to the appropriate department within the organization for prompt resolution. The team also plays a critical role in recording and tracking reported issues to support the identification of system-wide strategic improvements.

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. 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 often fragile, sometimes volatile low-resource communities and with complex government systems. You need to be flexible and ready to get everything done effectively, quickly, and affordably with the materials at hand. 
• A relentless advocate – The children we serve and teachers we empower 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 benefit, experience, and value.
• A malleable 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, you 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.