Customer Service Representative

Workplace Circumstances

• Environment: Educational (schools / universities etc.)
• Languages: English, Khmer
• Location: Phnom Penh

Position Summary

OFFICE/BRANCH : Administration/ Forest Hill International School

REPORTS TO : Head of Customer Service

SUPERVISES : None

The Customer Service Representative is responsible for providing exceptional service to students, parents, and community members, ensuring their inquiries and concerns are addressed promptly and effectively. This role involves managing communications, fostering positive relationships, and enhancing the overall school experience through excellent customer service.

Duties & Responsibilities

• Customer Support
• Serve as the primary point of contact for students and parents regarding inquiries about school programs, policies, admissions, and events.
• Respond to phone calls, emails, and in-person inquiries in a courteous and timely manner, providing accurate information and solutions.
• Assist with resolving complaints or issues, escalating as necessary to the appropriate staff or department.
• Communication and Engagement
• Foster positive relationships with students, parents, and community members, promoting a welcoming and supportive environment.
• Maintain clear and professional communication channels with all stakeholders, ensuring timely dissemination of information about school activities.
• Coordinate and promote school events, initiatives, and programs to ensure community engagement and participation.
• Administrative Support
• Assist with managing school databases related to student information, inquiries, and services.
• Support enrollment and registration processes, ensuring all relevant documentation is accurate and up-to-date.
• Help maintain accurate records of customer interactions and feedback to inform continuous improvement efforts.
• Problem Solving
• Collaborate with faculty and staff to address specific concerns raised by parents and students, facilitating effective solutions.
• Utilize problem-solving skills to provide appropriate resolutions to issues related to school services and operations.
• Gather and document feedback from stakeholders to help improve services and processes within the school.
• Team Collaboration
• Work closely with other administrative staff to enhance operational efficiency and support the school's mission and objectives.
• Participate in staff meetings and contribute to discussions regarding customer service improvements and school initiatives.
• Assist in training new staff on customer service protocols and practices.
• Professional Development
• Engage in continuous professional development opportunities to enhance customer service skills and knowledge.
• Stay informed about trends in educational customer service and best practices to continually improve service quality.
• Community Outreach
• Support initiatives that promote the school within the community and improve its visibility and reputation.
• Build and maintain relationships with local organizations, businesses, and community leaders to enhance collaborative efforts.
• DECISION-MAKING AUTHORITIES
• Handle customer inquiries and complaints independently, making decisions within established guidelines to ensure customer satisfaction.
• Collaborate with administrative staff to develop policies and procedures related to customer service operations.
• EXPECTED OUTCOMES
• Provide exceptional support as the primary contact for students and parents, addressing inquiries promptly to ensure high satisfaction.
• Foster positive relationships and maintain clear communication with stakeholders about school activities and events.
• Assist in managing student information databases and support enrollment processes for a smooth onboarding experience.
• Collaborate with faculty to resolve concerns and utilize problem-solving skills to enhance customer satisfaction.
• Engage in professional development to improve customer service skills and support community outreach initiatives.
• Maintain accurate records of interactions and uphold the values and policies of Westline Education Group in all activities.

Languages

• English - Fluent

Qualifications

• Bachelor's Degree in Business Administration, Communications, Education, or a related field is preferred

Work History

• Customer service role, preferably within an educational or administrative setting for 2 years as a minimum

General & Technical Skills

• Relevant customer service training or certifications are a plus.
• Experience in handling customer relations and problem resolution is advantageous.
• Excellent proficiency in English, both written and spoken; additional language skills are an advantage.
• Proficient in using customer service software, databases, and standard office applications (e.g., Microsoft Office Suite).
• Strong organizational skills with the ability to handle multiple tasks efficiently.
• Excellent verbal and written communication skills.

Soft Skills

• Ability to build rapport and maintain positive relationships with students, parents, and colleagues.
• Demonstrated patience, empathy, and active listening skills to address concerns effectively.
• Commitment to Westline Education Group’s Mission, Vision, and Values.
• Respect for diverse perspectives and cultural sensitivities within the school community.
• Adherence to WEG’s policies, academic regulations, and ethical standards.