Customer Experience Intern

ABOUT THE COMPANY

We provide subsidized nutritious meals to primary school children to improve nutrition education outcomes. We are a not for profit organization that works with vulnerable children in the public school system to improve their lives and school performance. Founded in 2012, Food for Education provides subsidized school meals every day to over 15,000 kids with a goal of feeding 1,000,000 kids by 2025.

JOB SUMMARY

Core CompetenciesExcellent 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

RESPONSIBILITIES

Customer SupportAssist 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 ManagementRecord, 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 EngagementLearn 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 LearningShadow 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.

REQUIRED SKILLS

Customer relations, Problem solving, Conflict and complaint resolution, Customer service, Communication

REQUIRED EDUCATION

Diploma, Associate's degree