Executive-Parent Service - Vibgyor High - CBD Belapur

VIBGYOR Group of Schools; Navi Mumbai; On-site; INR 250,000 - 350,000; Full time

Job summary

VIBGYOR Group of Schools in Navi Mumbai seeks a Customer Service Executive to drive parent satisfaction and maximize fee recovery. You will be the primary contact for parents, resolving queries and collaborating with school leadership to enhance retention and delight.

The role requires proactive communication, ownership of issue resolution, and timely closure of grievances. Experience in education space is preferred to support seamless operations.

Qualifications

• 1-5 years customer service experience, preferably in education space.

Responsibilities

• Serve as the primary point of contact for parents and build positive relationships.
• Address and resolve parent queries, complaints, and ISRs across channels.
• Collect parent feedback and collaborate with school leadership to improve satisfaction.
• Escalate unresolved grievances to the Principal and Vertex Marketing Team for timely resolution.
• Track and monitor parent queries and resolutions through CRM or designated systems.
• Ensure proactive communication, timely follow-ups, and closure of all concerns.
• Guide parents on school policies, procedures, and administrative processes.
• Communicate information on student lifecycle, activities, camps, and post-school programmes.
• Mediate parent concerns and coordinate with relevant school teams.
• Enhance parent satisfaction through responsive service and empathy.

Skills

Proactive communication

Ownership

Team collaboration

Single point of contact

Customer service

CRM handling

Tools

CRM software

Job description

Primary Purpose of the Job

Drive parent satisfaction, maximize fee recovery, minimize students leaving and maximum retention

Key Responsibilities

• Serve as the primary point of contact for parents and build strong, positive relationships.
• Address and resolve parent queries, complaints, and ISRs across all communication channels.
• Collect parent feedback and collaborate with school leadership to improve satisfaction.
• Escalate unresolved grievances to the Principal and Vertex Marketing Team, ensuring timely resolution.
• Track and monitor parent queries, complaints, and resolutions through CRM or other designated systems.
• Ensure proactive communication, timely follow-ups, and effective closure of all parent concerns.
• Guide parents on school policies, procedures, systems, and administrative processes.
• Communicate key information regarding the student lifecycle, school activities, summer camps, and post-school programmes.
• Mediate parent concerns professionally and maintain effective coordination with relevant school teams.
• Enhance parent satisfaction through responsive service, empathy, and a commitment to parent delight.

Experience

• 1-5 years customer service work experience preferably in Education space.

Expected Competencies

• Proactive Communication: Engage parents directly, not just send messages to departments within schools
• Ownership: Departments must own issue resolution; PSL initiates and facilitates. PSL should not chase internal departments for timely resolution and closure
• Team Collaboration: All members, including PSLs, attend and act on parent calls.
• Co-ordinate with SSD -Special Service Desk -Based on requirement coordinate with SDD in case on any escalation or support
• Single Point of Contact: Acts as the dedicated liaison for all service-related tasks and parent concerns, ensuring streamlined communication and quick resolution.
• Tasks until complete Automation: Issuing Bonafide /Transcript /Recommendation /Marksheet as per parents request within 24hrs of request.

Skills and Knowledge

• Ability to work with a diverse parent population.
• Excellent interpersonal and communication skills.
• Strong organizational and time-management skills.