Parent Service Support

JOB DESCRIPTION SCHOOL PARENT SERVICE SUPPORT

Role School Parent Service Support

Department Principal Office
Designation Executive / Senior Executive
Band and Grade E2 / E3

Location Vibgyor Roots & Rise Doddanekundi Branch
Reporting to Principal
Primary Purpose of the Job Be the representative of the organization to the existing parents thereby enabling the organization in satisfying the existing parents and ensuring that their queries are resolved on time.

Key ResponsibilitiesPrimary responsibilities:

• Parent Relationship Management.
• Serve as the key contact for parents.
• Resolve the Internal Service Request (ISR) raised by the parents on the portal.
• Collect parent feedback and concerns, and work with school leadership to address issues and improve satisfaction.
• Act as a mediator when needed to ensure concerns are heard and addressed respectfully and effectively.
• Effectively address/resolve parents enquiries across mediums i.e. in-person, over the phone, email, company website etc.
• Escalate all unresolved grievances of the parents to the Principal and Marketing Team at Vertex for prompt resolution ending with a parent delight
• Adroitly track all parents queries via organizational query traction mechanism like CRM etc.
• Generate parents delight by ensuring high responsiveness and closing the loop with parents on all issues and keep them updated/engaged during the process of resolution.
• Efficiently guide the parent on school systems and processes and ensure that the repository of updated information is always available.
• Facilitate the information of all elements pertaining to a childs life cycle in the school as well as post school activities, summer camps etc.
• Address parent inquiries regarding Schools policies and procedures.

Key Interactions

Internal: All Staff
External: Parents

Desired Qualification

• Graduate/Post Graduate in any discipline

Experience

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

Expected Competencies

• Strong conviction skills
• Ability to manage multiple processes
• Flexible Adaptability
• Compassion and patience
• Parent enquiries Service
• Proactive, ethical, and responsible nature
• Parent Oriented
• Communication & Telephone Etiquette
• Resilient & Zest to work.
• Collaboration
• Optimizing & prioritize

work processes
Skills and Knowledge

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