Head of Customer Service

*** 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.

POSITION OVERVIEW
The Heade 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.

*** 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.

• 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.