Customer Journey Engagement and Support Specialist

Customer Journey Engagement and Support Specialist

Johannesburg, Gauteng, South Africa
Temporary to Full Time
2025 Marketing (South Africa)
Experienced

Nova Pioneer is seeking an enthusiastic and motivated individual to join our team as a Customer Journey Engagement and Support Specialist. In this role, you will have two primary responsibilities:

• Engaging with potential leads and ensuring they have a smooth experience with Nova Pioneer’s educational offerings.
• Guide families who are interested in the Nova Pioneer Foundation’s Need-based Bursary Programme through the application process.

Duration: Immediately – 31 January 2026

ABOUT THE ROLE:

Lead Engagement and Conversion: 70% of time

• Lead and Applicant Engagement: Contacting leads – telephonically and via email – and, when required, applicants, to provide essential information about Nova Pioneer’s educational programmes and guide them through the application process.
• Lead Qualification: Qualifying leads according to Nova Pioneer’s criteria, including the child’s age eligibility for the desired grade and the parent’s budget for school fees.
• Provide Information: Deliver detailed and accurate information about Nova Pioneer’s educational programmes, culture, and values to potential leads.
• Lead Conversion: Assist leads in completing the application process, including submitting applications on behalf of parents, and converting them to applicants.
• Scheduling: Coordinate with the Admissions Team to schedule families for open days, tours, and assessments, according to the team’s availability.
• Documentation: Maintain accurate records of all calls, including lead status, feedback, and outcomes, using the provided system, and update Salesforce with lead information.
• Performance Targets: Strive to meet weekly lead contact targets.
• Feedback: Report challenges, feedback, and insights to the Leads Team for continuous improvement.

Bursary Pipeline Support: 30% of time

• Update Need-Based Bursary Applications: Regularly update and maintain Need-Based Bursary applications on Salesforce, ensuring adherence to the agreed policies and processes.
• Review Applicant Documentation: Thoroughly review Need-based Bursary applicants’ documentation for completeness and compliance with bursary requirements.
• Communication and Reporting: Keep both families and Nova Pioneer teammates informed about the status of applications by providing regular updates via reports, emails, and scheduled meetings.
• Follow-Up with Families: Proactively follow up with families to request any additional documentation or contextual information required for the Foundation to make informed decisions.
• Progress Reporting: Prepare and submit progress reports on the status of Need-Based Bursary applications, tracking milestones and outcomes.
• Update Trackers: Maintain and update relevant trackers in a timely manner to ensure that Nova Pioneer Schools have all necessary information for effective bursary management.
• Review and Recommend Process Improvements: Regularly evaluate and recommend improvements to the Nova Pioneer Foundation’s processes and policies, ensuring efficiency, professionalism, and continuous improvement.
• Parent Support: Address and resolve parent concerns and queries related to the Need-Based Bursaries, ensuring high-quality customer service and support.

About You

Qualifications:

• Strong communication and interpersonal skills.
• Ability to work independently and manage time efficiently.
• Proficiency in using mobile devices and applications.
• Previous experience in call center or customer service roles is a plus.

Additional Information:

• This is a temporary, full-time position.
• A Nova Pioneer issued cell phone and chromebook will be provided.
• Airtime will be provided for work-related calls; however, callers are required to choose cost-effective promotional airtime bundles.
• The role may require flexibility to accommodate different working hours / focus areas.
• Training will be provided to familiarise candidates with Nova Pioneer’s educational offerings and qualification criteria.

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, copying and pasting from a formatted document e.g. Microsoft Word may not result in the formatting transferring correctly to the final resume. You are encouraged to attach your resume in Microsoft Word or PDF format to protect formatting.

Applications will be reviewed on an ongoing basis until the right candidate is identified. Only qualified candidates will be invited for interviews.

Nova Pioneer reserves the right not to make an appointment or to re-advertise the position.

WORKING AT NOVA PIONEER

Nova Pioneer is committed to the achievement and maintenance of diversity and equity in employment. 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 at most schools but as a result, the growth they experience is extraordinary. We offer consistent and ongoing professional 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.

Please Note:

Nova Pioneer may appoint and/or expire the posting of this advertisement at their own discretion.

If you have not been contacted within 30 days of the closing date of this advertisement please consider your application as unsuccessful.

Nova Pioneer, in line with the POPIA (Protection of Personal Information Act) will attempt to ensure the confidentiality of all applicants for this role. All reasonable measurements will be in place to protect personal information but it will be used for recruitment and employment purposes. By submitting your application with Nova Pioneer, you are recognising and accepting this disclaimer.

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.