Customer Service Manager

About the role

The Customer Service Manager leads the front‑desk team and oversees all parent‑service communications to ensure a professional, responsive experience for parents, students, and visitors. This position coordinates closely with academic and administrative departments to deliver timely support throughout the school community.

Key responsibilities

• Supervise reception and front‑office operations, maintaining a welcoming environment and high service standards.
• Handle parent and visitor inquiries via phone, email, in‑person, and the school mobile app.
• Provide information on school programs, admissions, and general services.
• Schedule mandatory placement assessments and speaking tests in collaboration with the Academic Department.
• Maintain accurate records of inquiries, visitor logs, and service requests.
• Monitor daily student attendance and communicate absences or tardiness to parents.
• Address parent concerns, coordinating solutions with relevant departments.
• Support Marketing & PR in responding to prospective‑parent inquiries and arranging school tours.
• Oversee Administration Officers, including staff performance, student database management, ID‑card issuance, and material requisitions.
• Coordinate academic and operational logistics such as classroom assignments, exam venue preparation, and event support.
• Ensure facilities (classrooms, library, labs, photocopy rooms) are clean, safe, and operational, driving continuous improvement.

Required profile

• Bachelor’s degree in Business Administration, Customer Service Management, or a related field.
• 5–7 years of experience in customer service, client relations, or front‑office management.
• Proven experience supervising reception or customer‑service teams.
• Strong interpersonal, communication, and organizational skills.
• Ability to manage parent concerns professionally and effectively.

Required skills

What we offer

• Private insurance
• National Social Security Fund (NSSF) contributions
• Seniority payment
• Dependent tuition discount
• Overtime pay
• Public holidays, annual leave, sick leave, maternity leave, special leave
• Summer break