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Nova Pioneer Parent Fee Support Coordinator (South Africa) in Johannesburg, South Africa

Nova Pioneer is looking for a superstar Parent Fee Support Coordinator (South Africa) This is an exciting opportunity to work remotely and to be a part of an innovative network of schools that is developing generations of innovators and leaders who will shape the African Century.

About Nova Pioneer

At Nova Pioneer, we have done more than just imagine this future━we are bringing it to life. Nova Pioneer is a pan-African, independent network of schools offering high-quality, accessible education from pre-primary through secondary school. Nova Pioneer uses a unique, enquiry-based learning approach that encourages students to ask “why” instead of telling them the “what”. It allows them to form their own thinking through exploration, investigation and collaboration. Nova Pioneer currently has 15 schools in South Africa and Kenya with a vision to launch 100 schools and reach tens of thousands of students across the African continent in the next decade. To learn more visit www.novapioneer.com.

Key responsibilities for the role include:

  • Family engagement through email

  • Respond to family emails coming in through Zendesk.

  • Support  email communication strategies to manage and assist in collecting delinquent debtors

  • Maintain a positive, empathetic and professional attitude towards customers at all times

  • Ensure customer queries are responded to within agreed timelines

  • Escalation of queries that require to 

  • Maintain weekly statistics on Zendesk response times and apparent satisfaction

  • Ensure records of customer interactions, comments, complaints and transactions are maintained

  • Family engagement on phone

  • Answer calls from parents using the company work lines.

  • Support call and text  strategies to manage and assist in collecting delinquent accounts

  • Maintain a positive, friendly,  empathetic and professional attitude towards customers at all times

  • Ensure family calls are attended to within agreed timelines

  • Maintain weekly call statistics

  • Ensure records of customer phone  interactions, comments, complaints and transactions are maintained

  • Family Statement Updates

  • Respond to all statement update requests from families on email and calls offering assurance and progress updates

  • Update all requests for the finance team to update the family statements

  • Follow up with finance to ensure all requested updates are executed

  • Escalate any concerns regarding statements updates that present a challenge

  • Close out all statement requests with families once they have been finalized.

  • General

  • Support financial clearance and gating at the start of the school term for any students with arrears and who show up to school.

  • Contribute to the ongoing improvement of Nova Pioneer by suggesting and implementing measures that increase productivity, reduce costs and raise customer service levels

  • Maintain an effective and productive working relationship with the Finance team and contribute to activities to improve interaction and collaboration with the Finance team 

  • Achieve and maintain proficiency with the system and tools required to perform duties 

  • Other duties as assigned by the Global Collections Manager, which may include (but not limited to) assisting with billings during peak times.


    Skills, Experience & Qualifications required:

  • A Bachelor’s Degree (in Business preferred)

  • CPA or Finalist or it's equivalent (ACCA, CA etc)

  • Volunteer or past internship experience in customer-facing roles is desirable. 

  • Volunteer or past internship experience in a startup or in a company that gives you significant autonomy and responsibility is a plus!

  • Results-driven: goal-oriented, moves fast and takes ownership of work.

  • Eager to learn and accepts feedback as a positive step to professional growth.

  • Excitement about our organizational culture—and in particular, be fired up to challenge yourself by embracing mutual vulnerability and a firehose of feedback.

  • Ability to treat all confidential information with the utmost professionalism.


Does working at Nova Pioneer excite you? If so, then apply now!

To apply, please complete the form on the right-hand side of this page. We cannot process applications that are emailed to us.

Please note: Where a copy of your resume is required, you are encouraged to attach your resume in PDF format to protect formatting.

There are a series of stages in the Nova Pioneer interview process and candidates will be moved forward in the process depending on their success in the previous stage. The process is as follows:

  • Phone interview: a short conversation to understand your skills and experience a little better.

  • Practical demonstration of what you can do: you will complete a written task or a demonstration related to the role you are applying for.

  • In-person interviews: at this point, you will visit one of our schools to meet the team and participate in a series of in-person interviews.

  • Final interview: you’ll have a final conversation with the hiring manager before decisions are made.


Nova Pioneer is a place where our people experience tremendous growth, fast! We invest heavily in the growth of our people because it leads to greater mastery in both us and our students. “Novaneers” work harder and work longer hours than most schools but as a result, the growth they experience is extraordinary. We offer consistent and ongoing personal development and provide clear career pathways that ensure that our people are always achieving their personal and professional best. Nova Pioneer has a highly energetic, entrepreneurial environment where our people get to bring their creative and innovative ideas to life. We look for people who are flexible and who are able to adapt and respond quickly to adversity with a positive, can-do attitude (there are no problems, only solutions!). We welcome challenges and roll with the punches because it makes us, and our students, better. There is no problem too big for us! We work hard but we also have a lot of fun together. We bring infectious energy and enthusiasm to everything we do because joy fuels the hardest work and learning. Read more about our culture principles here (http://novapioneer.com/sa/learning/our-culture/) .

Nova Pioneer will never request an application fee from candidates. If you are contacted with a request to pay a fee from someone claiming to be a Nova Pioneer Talent or Recruitment representative, please do not pay them and report it to us immediately on talent.ke@novapioneer.com or talent.sa@novapioneer.com.

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