Customer Service Internship at Pharo School

Pharo School Nairobi are seeking a personable, service-driven individual to support our front office and deliver a warm, professional experience to our school community.

JOB FUNCTION Communication
Report to: Marketing and Communications Manager, Pharo School, Nairobi
DESIGNATION Customer Service Intern
EMPLOYMENT TYPE Internship
EXPERIENCE LEVEL Minimum 6 Months Experience
WORKPLACE TYPE Onsite
LOCATION Komarock, Nairobi, Kenya

Join our vibrant team and play a key role in delivering exceptional customer experiences while supporting school operations and communications.

Working under close supervision, the intern will assist in managing the admissions funnel, nurturing leads, supporting basic marketing and outreach activities, and contributing to a positive customer experience to help improve enquiry-to-admission conversion rates. The intern will also support front office operations and help maintain positive relationships with current and prospective families.

We are looking for an enthusiastic, professional, and service-oriented individual eager to grow their career in customer service within a dynamic educational environment.

IDEAL CANDIDATE

This role requires strong communication skills, proficiency in Microsoft Office applications, and the ability to work in a fast-paced environment.

• Excellent communication skills
• Strong interpersonal abilities
• Professional and positive attitude
• Good organizational skills
• Passion for customer service
• Ability to work in a fast-paced environment
• Proficient in Microsoft Office applications

Duties and responsibilities

Customer Service and Front Office Support

• Welcome and assist parents, learners, visitors, and guests in a professional and friendly manner.
• Respond to telephone, email, and walk-in enquiries and direct them appropriately.
• Support scheduling of appointments, school tours, meetings, and venue bookings.
• Maintain accurate records of enquiries, correspondence, and customer interactions.
• Assist in preparing and distributing school communications and notices.
• Record and track customer concerns, ensuring timely follow-up and escalation where necessary.
• Build positive relationships with parents, learners, staff, and other stakeholders.
• Support front office operations and administrative activities as assigned.

Admissions and Lead Management

• Receive and manage admissions enquiries from phone calls, emails, website forms, social media platforms, referrals, and walk-in visitors.
• Maintain accurate admissions records and prospective learner databases.
• Conduct follow-up calls, emails, and messages to prospective families.
• Track the progress of admissions enquiries from initial contact through enrolment.
• Support school tours, open days, exhibitions, and admissions events.
• Assist with onboarding activities for newly admitted learners and families.
• Prepare admissions reports and updates on enquiry status and conversion trends.

Marketing and Enrolment Support

• Support lead nurturing activities aimed at improving admissions conversion rates.
• Assist in implementing enrolment campaigns and promotional activities.
• Help track enquiry sources and admissions trends.
• Participate in outreach and community engagement initiatives that generate admissions leads.
• Support collection and analysis of admissions and marketing data.
• Contribute ideas that improve customer experience and admissions outcomes.

Digital Marketing and Social Media Support

• Monitor and respond to basic enquiries received through social media platforms.
• Assist in collecting content during school events, activities, and learner engagements.
• Support updating admissions and promotional information on digital platforms.
• Escalate prospective parent enquiries requiring immediate attention.
• Assist in executing social media and digital marketing activities that promote the school's brand and admissions objectives.

Systems and Data Management

• Accurately capture and update learner information in school management systems.
• Support updates of learner records, transport information, and co-curricular activity records.
• Assist with data verification and reporting requirements.
• Ensure admissions and customer records remain accurate, complete, and confidential.
• Adhere to school policies regarding data protection and information management.

Qualifications:

• Recently completed a degree in Customer Service, Marketing, Communications, Public Relations, Business Administration, or related field.
• Recent graduate with practical experience in customer service, admissions, marketing, or client relationship management.
• Experience using social media platforms, customer communication channels, or basic Customer Relationship Management (CRM) systems is desirable.
• Internship, volunteer work or administrative experience is an added advantage.
• Creative, detail-oriented, and able to work under minimal supervision.
• Ability to multitask and deliver within deadlines.

WHY JOIN US?

• Professional Development
• Hands-on Learning Experience
• Collaborative Work Environment
• Meaningful Community Impact
• Exposure to Education & Communication Operations

Apply for this vacancy

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