Customer Service Manager

About the role

ICS International School is seeking a Customer Service Manager to lead front‑desk operations and parent communications. The role ensures a professional, responsive experience for parents, students, and visitors while coordinating with academic and administrative teams.

Key responsibilities

• Supervise reception area and front‑office staff, maintaining a welcoming environment.
• Handle parent and visitor inquiries via phone, email, in‑person, and the school mobile app.
• Provide information on school programs, admissions, and services.
• Schedule mandatory placement assessments and speaking tests with the Academic Department.
• Maintain accurate logs of inquiries, visitor records, and service requests.
• Monitor daily student attendance and inform parents of absences or tardiness.
• Address parent concerns, coordinating solutions with relevant departments.
• Support Marketing & PR in responding to prospective parent inquiries and arranging tours.
• Oversee Administration Officers, student database management, ID cards, and material requisitions.
• Coordinate classroom assignments, exam venues, and event logistics.
• Ensure cleanliness, safety, and operational readiness of classrooms, library, labs, and other facilities.

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 similar roles.

Required skills