Customer Care Associates 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 leverage experts, data, and technology in order to standardize and scale every aspect of quality education delivery, from how and where academies are built to how teachers are selected and trained, and how lessons are delivered and monitored for improvement.

Job Title: Customer Care Associate


  • The Customer Care Associate will be responsible for providing quality and efficient customer service to customers.


  • 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


  • 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 in Ms office 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.
Location: Lagos

Closing Date
Not Specified 


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