Title: Customer Experience Intern.
Location: Ruiru, Kenya
Reports to: Customer Experience Team Lead
About Food 4 Education
Food for Education (F4E) is an African-led, women-led social enterprise that uses technology, smart operations and logistics to provide low-cost, high-quality meals that improve nutrition and education outcomes for primary school children in Kenya.
We are growing quickly. Our mission is to scale models that prioritise efficient supply chain management and sustainable sourcing, so we can continue lowering the cost of school lunches. We have delivered over 100,000,000 meals since 2012 and are expanding to reach our goal of serving at least 1,000,000 public primary school students in Kenya every day by 2027.
Position Overview:
The Customer Experience Intern supports the Customer Experience team in managing customer queries, documenting data, and learning the full Tap2Eat support process. This role provides hands-on exposure to call handling, customer communication, data capture and interpretation, and CRM and escalation tools, while contributing to excellent service delivery for parents, learners and schools.
Working under close supervision and mentorship, you will focus on developing practical skills in
customer engagement, reporting, and operational support within a fast-paced, mission-driven
environment.
By the end of the internship, you will be confident in handling customer queries professionally, understand Food for Education’s customer service workflows and systems, and apply best practices in data accuracy, documentation, and reporting. You will also gain hands-on experience in call center operations, feedback management, and issue resolution, contributing meaningfully to improved service delivery and customer satisfaction.
Our Values
At Food for Education, our values are guiding principles that provide us with purpose and direction and set the tone for our interactions with all stakeholders:
- Build with excellence and curiosity - We’re not afraid to try new things and iterate as much as we can to find the best and most efficient way to get results;
- Be the change you seek - We acknowledge that continuous improvement is a shared responsibility;
- We do what we say; and say what we do - We embrace an ownership mentality;
- Ask why; and commit- Share openly and question respectfully and commit fully. When we understand the why, we are able to work with a purpose.
Key Responsibilities:
1. Customer Support
- Assist 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.
2. Data Entry and Feedback Management
- Record, 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.
3. Customer Education and Engagement
- Learn 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.
4. Cross-Functional Learning
- Shadow 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.
Core Competencies
- Excellent 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
We are an equal opportunity employer
All qualified applicants will receive consideration for employment without regard to age, ancestry, colour, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances.
Career Growth and Development
We have a strong culture of constant learning and we invest in developing our people. You will have weekly check-ins with your manager, and regular feedback on your performance. We hold career reviews every six months and set aside time to discuss your aspirations and career goals. You will have the opportunity to shape a growing organisation and build a rewarding, long-term career.
We aim to contact all our applicants, but due to the high volume of applications only shortlisted candidates are contacted. If you do not hear from us within two weeks your application might not be successful on this occasion. This does not mean you will not be considered for future roles so please keep an eye on our job board and apply for positions that match your skills and experience.