Head Of Customer Service

GeneralPosted 2 d ago

Location

Phnom Penh

Job Type

FULLTIME

Experience

3+ Years

Experience level

Associate

Work Mode

On-site

Industry

Education

Languages

English, Khmer

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About the role

The Head of Customer Service plays a critical role in maintaining high-quality service and communication standards at the Cambridge International.
This individual ensures smooth communication between parents, students, and staff while promoting a welcoming environment that upholds the ’s values and mission.
The Head of Customer Service is responsible for addressing inquiries, resolving concerns, and fostering strong relationships with the community.
Key Responsibilities: 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- interactions, are handled with professionalism and efficiency.
Communication Management Coordinate and oversee communication between the and parents, ensuring clarity and consistency.
Manage newsletters, updates, and notices to inform the community about events, policies, and other important matters.
Develop and maintain FAQs or resources to address common concerns.
Operational 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 -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 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.

Requirements

Bachelor's Degree Customer service or administrative management, preferably in an educational setting for 3 years as a minimum Proficiency in Microsoft Office.
Knowledge of Cambridge International curriculum and policies (preferred).
Excellent communication and interal skills.
Strong problem-solving abilities and conflict resolution skills.
Ability to under pressure while maintaining a positive demeanor.
High level of cultural sensitivity and adaptability.
Strong organizational and multitasking abilities.
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.

Required Skills

Customer serviceAdministrative managementMicrosoft OfficeCambridge International curriculum and policiesCommunicationInterpersonal skillsProblem-solvingConflict resolutionAbility to work under pressureMaintain a positive demeanorCultural sensitivityAdaptabilityOrganizational abilitiesMultitasking abilitiesCommitment to Mission, Vision and ValuesAdherence to policies and procedures

About Forest Hill International

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We are now looking for qualified candidate to fulfill the position below: Educational (s / universities etc.)

Industry

Education

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