Food for Education (F4E) is an African-led, women-led social enterprise that uses technology, smart operations and logistics to provide low-cost, high-quality meals that improve nutrition and education outcomes for primary school children in Kenya.
We are growing quickly. Our mission is to scale models that prioritise efficient supply chain management and sustainable sourcing, so we can continue lowering the cost of school lunches. We have delivered over 100,000,000 meals since 2012 and are expanding to reach our goal of serving at least 1,000,000 public primary school students in Kenya every day by 2027.
Job Description
Customer Support
- Assist in responding to parent and school inquiries through calls, WhatsApp, or email under supervision.
- Log all interactions in the CRM system accurately and according to training guidelines.
- Support the team in following up on pending issues and ensuring timely updates are shared with customers.
- Observe and learn best practices in professional communication and customer handling.
Data Entry and Feedback Management
- Record, update, and verify customer details and case information accurately.
- Support continuous data validation, privacy compliance, and system accuracy.
- Accurately escalate all issues that need second-level support using F4E’s escalation and reporting tools.
- Assist in identifying and escalating recurring issues to support service improvement initiatives.
- Maintain confidentiality and adhere to data protection standards in all customer records.
Customer Education and Engagement
- Learn and assist in explaining Tap2Eat features and processes to parents and schools.
- Share approved information with customers virtually or in person as guided.
- Support the CX team in updating FAQs, parent education materials, and resources for onboarding and reactivations.
- Support service survey activities through virtual interactions and in-field learners’ and teachers’ interactions.
Cross-Functional Learning
- Shadow team members to understand collaboration between Customer Experience, Tap2Eat Operations, Finance, and Field Teams.
- Participate in team meetings and contribute to discussions on service improvements.
- Learn internal workflows, escalation procedures, and all Customer Experience standard operating procedures that govern all interpersonal and stakeholder behavior and interactions.
Core Competencies
- Excellent written and verbal communication skills.
- Demonstrates curiosity to understand customer issues and suggest practical solutions.
- High attention to detail to ensure accurate data and record management.
- Patience and adaptability when dealing with diverse clients and issues.
- Willingness to learn new systems, workflows, and service tools.
- Ability to apply feedback quickly and continuously improve performance.
- Adjusts to changes in workflows, tools, or team priorities with a positive attitude.
- Comfortable working with digital tools, spreadsheets, and CRM systems.
- Understands the importance of data privacy, integrity, and confidentiality.
Role Requirements:
- Minimum of six (6) months experience working in a call center environment.
- Flexibility to work on rotational shifts running between 6:00am-11:00pm, Sunday to Friday
Method of Application
Meet the Qualifications? Apply now at Food For Education on foodforeducation.keka.com