Job offer: Head of Customer Service

We are now looking for qualified candidate to fulfill the position below:

OFFICE/BRANCH : Forest Hill International School

REPORTS TO : School Principal

SUPERVISES : Customer service

POSITION OVERVIEW

The Customer Service Manager (CSM) 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 CSM is responsible for addressing inquiries, resolving concerns, and fostering strong relationships with the school community.

Why Join Us?

Cambridge International School offers an inclusive and dynamic work environment dedicated to academic excellence and personal growth. As the Customer Service Manager, you will play a vital role in shaping the school community’s experience while developing your leadership and customer service expertise.

Duties

• 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.

Requirements

• Education and Experience:
• Bachelor’s degree.
• Minimum 3 years of experience in customer service or administrative management, preferably in an educational setting.
• Skills and Competencies:
• Excellent communication and interpersonal skills.
• Strong problem-solving abilities and conflict resolution skills.
• Proficiency in Microsoft Office.
• Knowledge of Cambridge International School curriculum and policies (preferred).
• Personal Attributes:
• Ability to work under pressure while maintaining a positive demeanor.
• High level of cultural sensitivity and adaptability.
• Strong organizational and multitasking abilities.
• 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.