Customer Service Representative
Position Circumstances
- Career Category: Customer Service/Support, Educate/Train/Teaching, Communications, Business Administration
- Schedule:Full-time
- Salary: Negotiable
OFFICE/BRANCH : Administration/ Forest Hill International School
REPORTS TO : Head of Customer Service
SUPERVISES : None
The Customer Service Representative is responsible for providing exceptional service to students, parents, and community members, ensuring their inquiries and concerns are addressed promptly and effectively. This role involves managing communications, fostering positive relationships, and enhancing the overall school experience through excellent customer service.
Duties & Responsibilities:
- Customer Support
- Serve as the primary point of contact for students and parents regarding inquiries about school programs, policies, admissions, and events.
- Respond to phone calls, emails, and in-person inquiries in a courteous and timely manner, providing accurate information and solutions.
- Assist with resolving complaints or issues, escalating as necessary to the appropriate staff or department.
- Communication and Engagement
- Foster positive relationships with students, parents, and community members, promoting a welcoming and supportive environment.
- Maintain clear and professional communication channels with all stakeholders, ensuring timely dissemination of information about school activities.
- Coordinate and promote school events, initiatives, and programs to ensure community engagement and participation.
- Administrative Support
- Assist with managing school databases related to student information, inquiries, and services.
- Support enrollment and registration processes, ensuring all relevant documentation is accurate and up-to-date.
- Help maintain accurate records of customer interactions and feedback to inform continuous improvement efforts.
- Problem Solving
- Collaborate with faculty and staff to address specific concerns raised by parents and students, facilitating effective solutions.
- Utilize problem-solving skills to provide appropriate resolutions to issues related to school services and operations.
- Gather and document feedback from stakeholders to help improve services and processes within the school.
- Team Collaboration
- Work closely with other administrative staff to enhance operational efficiency and support the school's mission and objectives.
- Participate in staff meetings and contribute to discussions regarding customer service improvements and school initiatives.
- Assist in training new staff on customer service protocols and practices.
- Professional Development
- Engage in continuous professional development opportunities to enhance customer service skills and knowledge.
- Stay informed about trends in educational customer service and best practices to continually improve service quality.
- Community Outreach
- Support initiatives that promote the school within the community and improve its visibility and reputation.
- Build and maintain relationships with local organizations, businesses, and community leaders to enhance collaborative efforts.
- DECISION-MAKING AUTHORITIES
- Handle customer inquiries and complaints independently, making decisions within established guidelines to ensure customer satisfaction.
- Collaborate with administrative staff to develop policies and procedures related to customer service operations.
- EXPECTED OUTCOMES
- Provide exceptional support as the primary contact for students and parents, addressing inquiries promptly to ensure high satisfaction.
- Foster positive relationships and maintain clear communication with stakeholders about school activities and events.
- Assist in managing student information databases and support enrollment processes for a smooth onboarding experience.
- Collaborate with faculty to resolve concerns and utilize problem-solving skills to enhance customer satisfaction.
- Engage in professional development to improve customer service skills and support community outreach initiatives.
- Maintain accurate records of interactions and uphold the values and policies of Westline Education Group in all activities.
Expected Profile of Candidates
Languages:
- English - Fluent
Qualifications:
- Bachelor's Degree in Business Administration, Communications, Education, or a related field is preferred
Work History:
- Customer service role, preferably within an educational or administrative setting for 2 years as a minimum
Skills & Knowledge:
General & Technical Skills
- Relevant customer service training or certifications are a plus.
- Experience in handling customer relations and problem resolution is advantageous.
- Excellent proficiency in English, both written and spoken; additional language skills are an advantage.
- Proficient in using customer service software, databases, and standard office applications (e.g., Microsoft Office Suite).
- Strong organizational skills with the ability to handle multiple tasks efficiently.
- Excellent verbal and written communication skills.
Soft Skills
- Ability to build rapport and maintain positive relationships with students, parents, and colleagues.
- Demonstrated patience, empathy, and active listening skills to address concerns effectively.
- Commitment to Westline Education Group’s Mission, Vision, and Values.
- Respect for diverse perspectives and cultural sensitivities within the school community.
- Adherence to WEG’s policies, academic regulations, and ethical standards.
Teaching Assistant
Position Circumstances
- Career Category: Educate/Train/Teaching, Assistant
- Schedule:Full-time
- Salary: Negotiable
OFFICE/BRANCH : Academic/ Forest Hill International School
REPORTS TO : Classroom Teacher and Coordinator
SUPERVISES : Student groups during instructional time as assigned
The Teaching Assistant supports classroom instruction and enhances the learning experience for students. This role involves assisting the classroom teacher in delivering lessons, managing classroom activities, and providing individualized support to students, promoting a positive and effective learning environment.
Duties & Responsibilities:
- Instructional Support
- Assist the classroom teacher in planning and implementing instructional activities aligned with the curriculum.
- Provide support to students during lessons, reinforcing concepts and helping them grasp learning objectives.
- Prepare classroom materials, such as handouts and visual aids, to facilitate effective instruction.
- Student Engagement
- Foster a nurturing and inclusive classroom environment that encourages student participation and engagement.
- Work with students one-on-one or in small groups to help them with specific subjects or skills, adapting approaches to meet individual needs.
- Monitor student progress and provide feedback to the teacher on student performance and behavior.
- Classroom Management
- Assist in maintaining classroom order and discipline, ensuring a safe and respectful environment for all students.
- Support the teacher in implementing classroom management strategies and routines.
- Help organize classroom layouts and displays to create an inviting and stimulating learning space.
- Collaboration and Communication
- Collaborate with the classroom teacher on lesson planning and student assessment strategies.
- Communicate effectively with students, parents, and staff regarding student needs and progress, under the guidance of the teacher.
- Participate in staff meetings and professional development opportunities to enhance skills and knowledge.
- Administrative Duties
- Assist in maintaining accurate student records, attendance, and other documentation as required.
- Help with clerical duties such as preparing materials, grading assignments, and maintaining supplies in the classroom.
- Support the administration of assessments and standardized tests in accordance with school policies.
- Health and Safety
- Ensure a safe and healthy classroom environment by following school policies related to health, safety, and hygiene.
- Assist in monitoring and supporting the health and well-being of students during school hours.
- Professional Development
- Engage in continuous professional development and training opportunities as directed by the school administration.
- Stay informed about best practices in education and updates to curriculum and instructional strategies.
- Community Engagement
- Promote and participate in school community events and initiatives to enhance student learning and school spirit.
- Encourage parental involvement and engagement in student education and school activities.
- DECISION-MAKING AUTHORITIES
- Support classroom decision-making processes by providing feedback to the teacher on student needs and classroom dynamics.
- Collaborate with the teacher in developing strategies and solutions to support student learning.
- EXPECTED OUTCOMES
- Support the classroom teacher in planning and implementing instructional activities that enhance student engagement and understanding.
- Foster an inclusive classroom environment that encourages active participation and meets individual learning needs.
- Assist in maintaining classroom order and implementing management strategies to create a safe and stimulating learning space.
- Collaborate with teachers on lesson planning and communicate effectively with students, parents, and staff about student progress.
- Maintain accurate student records and assist with clerical duties to enhance classroom efficiency and compliance.
- Promote school spirit through community engagement, build supportive relationships, and uphold the values and policies of Westline Education Group.
Expected Profile of Candidates
Languages:
- English - Good
Qualifications:
- Bachelor's Degree in Education or a related field is preferred
- Undergraduate Degree in early childhood education or teaching assistance may be accepted
Skills & Knowledge:
General & Technical Skills
- Experience working with children in an educational or childcare setting is preferable.
- Familiarity with diverse learning needs and school environments is advantageous.
- Proficient in English, both written and spoken; additional language skills are a plus.
- Strong organizational skills and the ability to manage multiple tasks simultaneously.
- Basic proficiency in educational technology and classroom management software.
- Excellent communication and interpersonal skills.
Soft Skills
- Ability to build positive relationships with students, peers, and parents.
- Demonstrated patience, empathy, and a passion for supporting student learning.
- Commitment to Westline Education Group’s Mission, Vision, and Values.
- Respect for diverse perspectives and cultural sensitivities within the school community.
- Adherence to WEG’s policies, academic regulations, and ethical standards.
