Customer Support Specialist

Job Title: Customer Care Executive

Organization: Delhi Public School Nacharam

Experience Required: 10–15 Years

Industry: Education (School / Academic Institution)

Job Summary

The Customer Care Executive will be responsible for managing parent and student interactions, addressing queries, and ensuring a high standard of service experience at the school. The role requires strong communication skills, problem-solving abilities, and experience in handling customer relations within the education sector.

Key Responsibilities

1. Parent & Student Support

• Handle parent and student inquiries through phone, email, and in-person interactions.
• Provide accurate information regarding admissions, academics, school policies, and events.
• Address concerns, complaints, and feedback in a professional and timely manner.

2. Relationship Management

• Maintain positive relationships with parents, students, and prospective families.
• Ensure high levels of customer satisfaction and service quality.
• Coordinate with academic and administrative teams to resolve issues efficiently.

3. Admissions & Enquiry Handling

• Support the admissions team by managing inquiries and guiding parents through the admission process.
• Maintain records of enquiries, follow-ups, and conversions.
• Assist in organizing school orientation programs and information sessions.

4. Communication & Coordination

• Act as a single point of contact for parent communication.
• Coordinate with departments such as academics, transport, accounts, and administration.
• Ensure timely updates to parents regarding school announcements, events, and policies.

5. Documentation & Reporting

• Maintain logs of complaints, feedback, and resolutions.
• Prepare periodic reports on customer satisfaction and service improvement areas.
• Ensure proper documentation of parent interactions and follow-ups.

Qualifications

• Bachelor’s or Master’s degree in Business Administration, Communications, or related field.
• 10–15 years of experience in customer service, mandatory in the education industry (schools, colleges, or educational institutions).

Key Skills

• Excellent communication and interpersonal skills
• Strong problem-solving and conflict resolution abilities
• Ability to handle parent relations and customer interactions professionally
• Good organizational and coordination skills
• Proficiency in MS Office and CRM/customer management systems