Associate, Resolution (Entry level/ Early career)

Who We Are

NewGlobe supports visionary governments to transform public education systems, the cornerstone of a prosperous, equitable, and peaceful society.

With a comprehensive system transformation platform and data-driven educational services, NewGlobe delivers rapid and dramatic improvements in learning outcomes at state and nationwide scale. Through building impactful partnerships and programmes, NewGlobe ensures that all children have access to an education that will develop their full potential and create a foundation for growth and prosperity. 

NewGlobe leverages more than a decade of educational experience and proven impact in integrated school management, teacher professional development, instructional design innovation, technological system support, child-centered classroom practice, and parent engagement -- all grounded in learning science -- to ensure each teacher is empowered to engage children in transformational learning, and all children have the opportunity to develop to their full potential. Every day, NewGlobe supports governments to solve what were once seen as intractable problems, and by doing so, ensures this generation will be able to grow up to lead more fulfilled lives, while simultaneously building economic prosperity for themselves, their communities, and the globe. 

NewGlobe’s high-touch, intensive professional development programs, along with integrated school management, teacher support, and assessment software, enable schools to succeed. NewGlobe works within state and national curriculum and syllabi, ensuring all children are empowered to learn their own history, and master local content, while being globally competitive in mathematics and languages. The science of behaviour change and the science of learning is at the foundation of all programming. 

NewGlobe works with urgency because youth quickly becomes adulthood and relentlessly because improvement requires continuous problem-solving. NewGlobe is honoured to serve and to help rebuild trust in public systems. 

NewGlobe’s work is all encompassing and will challenge you to use your full mind, and heart, each day. We need bright minds who want to be part of building a new globe -- a more equitable globe -- to join us. 

 

What You Will Do

• Act as the first contact point for customers resolving all enquiries/requests/complaints in line with defined standards and procedures for the Contact Centre (Standard Operating Procedures).
• Accurately determine type of customer enquiry and/or customer issue and resolve effectively in line with NewGlobe’s policies and procedures.
• Apply customer service policies in day-to-day interaction with the NewGlobe’s customers.
• Analyse and interpret information given by the customer accurately and make appropriate decisions from a range of options, ensuring that they are made without bias, prejudice or discrimination.
• Perform business retention activities and educate customers on NewGlobe's products and services offerings.
• Log all interactions completely and accurately on the CRM.
• Ensure that all escalations are in line with defined standards and procedures for the Contact Centre.
• Demonstrate good telephone and email etiquette in interactions with customers.
• Respect the confidential or sensitive nature of customer enquiries, and handle difficult or potentially aggressive situations appropriately.
• Work in a helpful and approachable manner as a member of the team to ensure overall performance targets are met.
•  Contribute positively to team plans, and respect commitment to team decisions. 
• Undertake any other duties as assigned by the Resolution Manager

Working at NewGlobe

Enter the dynamic world of NewGlobe, where we embrace the mindset of boundless potential. 

Here, we excel in innovative problem-solving and harness the power of data to revolutionize education. Committed to scaling our impact, we prioritize inclusivity and design solutions that empower learners worldwide. With relentless determination, we challenge conventions, analyze root causes, and craft inventive solutions to educational challenges. 

Our culture values tangible results, focusing on data-driven decisions and proactive problem-solving. Integrity and accountability are our guiding principles as we uphold commitments, establish policies, and validate our efforts at every turn. 

Through meticulous design, we shape behaviors, championing structured practices, precision, and transparency in our quest for educational excellence. As we journey forward, we embrace challenges and celebrate achievement in our mission to transform education.

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