Executive-Parent Service - Vibgyor High - CBD Belapur

Interested candidates can share their resume on [email removed]

Primary Purpose of the Job

Drive parent satisfaction, maximize fee recovery, minimize students leaving and maximum retention

Key Responsibilities

• Serve as the primary point of contact for parents and build strong, positive relationships.
• Address and resolve parent queries, complaints, and ISRs across all communication channels.
• Collect parent feedback and collaborate with school leadership to improve satisfaction.
• Escalate unresolved grievances to the Principal and Vertex Marketing Team, ensuring timely resolution.
• Track and monitor parent queries, complaints, and resolutions through CRM or other designated systems.
• Ensure proactive communication, timely follow-ups, and effective closure of all parent concerns.
• Guide parents on school policies, procedures, systems, and administrative processes.
• Communicate key information regarding the student lifecycle, school activities, summer camps, and post-school programmes.
• Mediate parent concerns professionally and maintain effective coordination with relevant school teams.
• Enhance parent satisfaction through responsive service, empathy, and a commitment to parent delight.

Experience

• 1-5 years customer service work experience preferably in Education space.

Expected Competencies

• Proactive Communication: Engage parents directly, not just send messages to departments within schools
• Ownership: Departments must own issue resolution; PSL initiates and facilitates. PSL should not chase internal departments for timely resolution and closure
• Team Collaboration: All members, including PSLs, attend and act on parent calls.
• Co-ordinate with SSD -Special Service Desk -Based on requirement coordinate with SDD in case on any escalation or support
• Single Point of Contact: Acts as the dedicated liaison for all service-related tasks and parent concerns, ensuring streamlined communication and quick resolution.
• Tasks until complete Automation: Issuing Bonafide /Transcript /Recommendation /Marksheet as per parents request within 24hrs of request.

Skills and Knowledge

• Ability to work with a diverse parent population.
• Excellent interpersonal and communication skills.
• Strong organizational and time-management skills.