Head of Customer Service
Position Circumstances
- Career Category: Customer Service/Support, Educate/Train/Teaching
- Schedule:Full-time
- Salary: Negotiable
REPORTS TO : School Principal
SUPERVISES : Customer service
POSITION OVERVIEW
The Head of Customer Service plays a critical role in maintaining high-quality service and communication standards at the Cambridge International School. This individual ensures smooth communication between parents, students, and staff while promoting a welcoming environment that upholds the school’s values and mission. The Head of Customer Service is responsible for addressing inquiries, resolving concerns, and fostering strong relationships with the school community.
Work Conditions:
- Full-time position, with occasional evening or weekend work for school events.
- Primarily based in the school’s front office with regular interaction across departments.
Cooperate Competencies:
- Full-time Strong commitment to Westline Education Group’s Mission, Vision and Values.
- Respects and abides by WEG’s management policies, academic regulations, policies and procedures and guideline.
- Sensitivity and adaptability towards culture, gender, religion, race, nationality, and age.
Duties & Responsibilities:
- CUSTOMER SUPPORT
- Serve as the primary point of contact for parents, students, and visitors, ensuring prompt and professional responses to inquiries.
- Manage and resolve complaints effectively, escalating issues to the appropriate department or leadership team when necessary.
- Ensure all communication channels, including phone, email, and in-person interactions, are handled with professionalism and efficiency.
- COMMUNICATION MANAGEMENT
- Coordinate and oversee communication between the school and parents, ensuring clarity and consistency.
- Manage newsletters, updates, and notices to inform the school community about events, policies, and other important matters.
- Develop and maintain FAQs or resources to address common concerns.
- OPERATION EFFICIENCY
- Supervise the front office team to ensure seamless daily operations and a welcoming environment.
- Maintain accurate records of interactions and resolutions, using CRM systems or similar tools.
- Coordinate parent-teacher conferences, open house events, and other school-related activities.
- PARENT AND COMMUNITY ENGAGEMENT
- Foster a positive relationship with parents and other stakeholders by organizing engagement events and feedback sessions.
- Collaborate with the admissions team to assist prospective families, ensuring a smooth onboarding experience.
- Monitor and analyze feedback to recommend improvements to customer service processes and school policies.
- TEAM LEADERSHIP
- Train, mentor, and supervise the customer service team to meet high performance and service standards.
- Conduct regular team meetings to address concerns, share updates, and strategize improvements.
- EXPECTED OUTCOMES
- Establish high standards of customer service, ensuring prompt and professional responses to inquiries and effective complaint resolution.
- Manage clear communication with parents and stakeholders, distributing informative updates and newsletters. I
- Supervise the front office team to ensure operational efficiency and maintain accurate records of interactions.
- Organize engagement events to foster relationships with parents and facilitate a smooth onboarding experience for new families.
- Monitor feedback to identify improvement areas in customer service processes and implement necessary changes.
- Train and mentor, the customer service team, promoting a positive workplace environment and upholding school values in all interactions.
Expected Profile of Candidates
Qualifications:
- Bachelor's Degree
Work History:
- Customer service or administrative management, preferably in an educational setting for 3 years as a minimum
Skills & Knowledge:
General & Technical Skills
- Excellent communication and interpersonal skills.
- Proficiency in Microsoft Office.
- Knowledge of Cambridge International School curriculum and policies (preferred).
Soft Skills
- Strong problem-solving abilities and conflict resolution skills.
- Ability to work under pressure while maintaining a positive demeanor.
- High level of cultural sensitivity and adaptability.
- Strong organizational and multitasking abilities.
