Admissions and Customer Service Manager
Position Circumstances
- Career Category: Exec. / Management, Customer Service/Support, Business Administration, Educate/Train/Teaching
- Schedule:Full-time
- Salary: Negotiable
Department: Admissions and Customer Service
Reports to: Deputy Managing Director
Working Hour: Monday–Friday, 7:30am–5:00pm (90 minutes lunch break)
To lead and manage the Admissions and Customer Service Department in delivering a high-quality, professional, and consistent experience to parents, students, and stakeholders. The Manager is responsible for overseeing admissions activities, customer service operations, team performance, parent communication, complaint resolution, student records, and service improvement while supporting the school’s enrollment and retention goals.
Duties & Responsibilities:
- Lead and supervise the Admissions & Customer Service Department and ensure effective daily operations.
- Manage the full admissions and enrolment process, including inquiries, applications, follow-ups, appointments, and student onboarding.
- Ensure professional and personalized customer service to parents, students, and stakeholders across all communication channels.
- Handle and resolve customer inquiries, complaints, and concerns in a timely and professional manner, escalating complex cases when necessary.
- Monitor admissions lead, enrolment progress, customer feedback, and service performance, and provide regular reports to management.
- Ensure student records, admissions data, attendance, leave, incidents, and related documentation are accurate and up to date.
- Coach, support, and evaluate team members while maintaining high standards of performance and service.
- Coordinate with Academic, Operations, Finance, HR & Admin, IT/Marketing, and other departments to ensure smooth support for students and families.
- Develop and improve customer service procedures, forms, reports, and processes to enhance efficiency and parent satisfaction.
- Maintain confidentiality, professionalism, integrity, and compliance with school policies and procedures
Expected Profile of Candidates
Languages:
- English - Fluent
Qualifications:
- Bachelor's Degree in Business Administration, Management, Education Management, Marketing, Customer Service, or a related field
Work History:
- Admissions, customer service, administration, education, sales, or a related field; supervisory/management experience for 3 years is preferred
Skills & Knowledge:
General & Technical Skills
- Experience leading or supervising a customer-facing team, preferably in an international school or education environment.
- Excellent organizational skills with the ability to manage multiple priorities and meet deadlines.
- Good computer literacy, including Microsoft Word, Excel, Outlook, email, and relevant school/database systems.
- Strong English communication skills in speaking, writing, and listening.
Soft Skills
- Strong leadership, communication, interpersonal, problem-solving, and complaint-handling skills.
- Honest, responsible, reliable, self-motivated, service-oriented, and committed to high professional standards.
- Leadership & Team Management
- Admissions & Enrolment Management
- Customer Service Excellence
- Parent & Stakeholder Relations
- Communication & Active Listening
- Problem Solving & Complaint Resolution
- Planning, Organization & Follow-up
- Data & Record Management
- Teamwork & Cross-Department Collaboration
- Integrity, Confidentiality & Professionalism
