Customer Service Manager – School Front Desk

About the role

The Customer Service Manager will lead front‑desk operations and parent communications at ICS International School, ensuring a professional and responsive experience for parents, students and visitors. This role coordinates with multiple departments to deliver timely support and maintain high service standards across the campus.

Key responsibilities

• Supervise the reception area and front‑office operations, maintaining a welcoming environment.
• Respond to parent and visitor inquiries via phone, email, in‑person and the school mobile application.
• Provide information on school programmes, admissions procedures and general services.
• Coordinate scheduling of mandatory placement assessments and speaking tests with the Academic Department.
• Maintain accurate records of inquiries, visitor logs and service requests.
• Monitor daily student attendance and inform parents of absences or tardiness.
• Address parent concerns and work with relevant departments to resolve issues.
• Support Marketing & PR in handling prospective parent inquiries and arranging school tours.
• Supervise Administration Officers, overseeing student database management, ID cards, material requisitions and teacher support.
• Coordinate academic and operational logistics such as classroom assignments, exam venues and event preparations.
• Oversee facilities (classrooms, library, labs, photocopy rooms) to ensure cleanliness, safety and operational readiness.

Required profile

• Bachelor’s degree in Business Administration, Customer Service Management or a related field.
• Minimum 5–7 years of experience in customer service, front‑desk management or related administrative roles.

Required skills