Customer Care Representative

Job title : Customer Care Representative

Job Summary

• The Customer Service Representative serves as the first point of contact for parents, prospective parents, students, visitors, and other stakeholders.
• The role is responsible for delivering exceptional customer service, handling enquiries professionally, promoting the school's services, maintaining positive relationships with clients, and ensuring every interaction reflects the school's values and standards.

Key Responsibilities

• Welcome and attend to all visitors, parents, and prospective parents with professionalism and courtesy.
• Respond promptly to enquiries received through phone calls, emails, WhatsApp, social media, and walk-in visits.
• Provide accurate information about the school's programmes, admission process, fees, policies, facilities, and events.
• Follow up on prospective parents to convert enquiries into successful admissions.
• Maintain an updated database of enquiries, admissions, and customer interactions.
• Coordinate school tours for prospective parents.
• Work closely with the Admissions, Academic, Finance, and HR departments to resolve customer concerns promptly.
• Handle complaints professionally and ensure timely resolution.
• Prepare weekly and monthly customer service and enquiry reports.
• Support admission campaigns, open days, exhibitions, and school marketing activities.
• Ensure the reception and customer service area remains neat, organized, and welcoming.
• Maintain confidentiality of student, parent, and school information.
• Escalate complex issues to the appropriate authority where necessary.
• Assist with administrative duties as assigned by management.
• Build and maintain positive relationships with parents and stakeholders.
• Promote the school's image through excellent communication and service delivery.
• Perform any other duties assigned by Management.

Qualifications

• Bachelor's Degree (B.Sc., B.A., HND or equivalent) from a recognized institution.
• Minimum of 3 years' proven experience in Customer Service, Front Desk, Client Relations, Admissions, or a related role.
• Experience in a school or educational institution is an added advantage.

Required Skills & Competencies:

• Excellent verbal and written communication skills.
• Strong interpersonal and relationship management skills.
• Outstanding customer service orientation.
• Professional appearance and conduct.
• Ability to multitask and work under pressure.
• Strong organizational and time management skills.
• Good conflict resolution and problem-solving abilities.
• Attention to detail and accuracy.
• High level of integrity and confidentiality.
• Ability to work independently and as part of a team.
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).
• Familiarity with CRM or school management software is an advantage.

Personal Attributes:

• Friendly and approachable.
• Patient and empathetic.
• Positive attitude.
• Self-motivated.
• Reliable and dependable.
• Well-groomed and professional.
• Strong work ethic.
• Passionate about delivering excellent customer experiences.

Working Hours:

• Full-Time.
• Monday to Friday (and Saturdays where required by the school calendar).
• Additional hours may be required during admissions, school events, and special programmes.

Remuneration
Competitive salary and benefits in line with the school's compensation structure and experience.