Head of Customer Service
POSITION OVERVIEW
The Heade of Customer Service plays a critical role in maintaining high-quality service and communication standards at the Cambridge International School. This individual ensures smooth communication between parents, students, and staff while promoting a welcoming environment that
upholds the school’s values and mission. The Head of Customer Service is responsible for addressing
inquiries, resolving concerns, and fostering strong relationships with the school community.
*** CUSTOMER SUPPORT
• Serve as the primary point of contact for parents, students, and visitors, ensuring prompt and
professional responses to inquiries.
• Manage and resolve complaints effectively, escalating issues to the appropriate department or
leadership team when necessary.
• Ensure all communication channels, including phone, email, and in-person interactions, are
handled with professionalism and efficiency
*** COMMUNICATION MANAGEMENT
• Coordinate and oversee communication between the school and parents, ensuring clarity and
consistency.
• Manage newsletters, updates, and notices to inform the school community about events, policies,
and other important matters.
• Develop and maintain FAQs or resources to address common concerns.
*** OPERATION EFFICIENCY
• Supervise the front office team to ensure seamless daily operations and a welcoming environment.
• Maintain accurate records of interactions and resolutions, using CRM systems or similar tools.
• Coordinate parent-teacher conferences, open house events, and other school-related activities.
*** PARENT AND COMMUNITY ENGAGEMENT
• Foster a positive relationship with parents and other stakeholders by organizing engagement
events and feedback sessions.
• Collaborate with the admissions team to assist prospective families, ensuring a smooth onboarding
experience.
• Monitor and analyze feedback to recommend improvements to customer service processes and
school policies.
*** TEAM LEADERSHIP
• Train, mentor, and supervise the customer service team to meet high performance and service
standards.
• Conduct regular team meetings to address concerns, share updates, and strategize improvements.
*** EXPECTED OUTCOMES
• Establish high standards of customer service, ensuring prompt and professional responses to
inquiries and effective complaint resolution.
• Manage clear communication with parents and stakeholders, distributing informative updates and
newsletters.
• Supervise the front office team to ensure operational efficiency and maintain accurate records of
interactions.
• Organize engagement events to foster relationships with parents and facilitate a smooth
onboarding experience for new families.
• Monitor feedback to identify improvement areas in customer service processes and implement
necessary changes.
• Train and mentor, the customer service team, promoting a positive workplace environment and
upholding school values in all interactions.
语言要求：English (Good)
The Heade of Customer Service plays a critical role in maintaining high-quality service and communication standards at the Cambridge International School. This individual ensures smooth communication between parents, students, and staff while promoting a welcoming environment that
upholds the school’s values and mission. The Head of Customer Service is responsible for addressing
inquiries, resolving concerns, and fostering strong relationships with the school community.
*** CUSTOMER SUPPORT
• Serve as the primary point of contact for parents, students, and visitors, ensuring prompt and
professional responses to inquiries.
• Manage and resolve complaints effectively, escalating issues to the appropriate department or
leadership team when necessary.
• Ensure all communication channels, including phone, email, and in-person interactions, are
handled with professionalism and efficiency
*** COMMUNICATION MANAGEMENT
• Coordinate and oversee communication between the school and parents, ensuring clarity and
consistency.
• Manage newsletters, updates, and notices to inform the school community about events, policies,
and other important matters.
• Develop and maintain FAQs or resources to address common concerns.
*** OPERATION EFFICIENCY
• Supervise the front office team to ensure seamless daily operations and a welcoming environment.
• Maintain accurate records of interactions and resolutions, using CRM systems or similar tools.
• Coordinate parent-teacher conferences, open house events, and other school-related activities.
*** PARENT AND COMMUNITY ENGAGEMENT
• Foster a positive relationship with parents and other stakeholders by organizing engagement
events and feedback sessions.
• Collaborate with the admissions team to assist prospective families, ensuring a smooth onboarding
experience.
• Monitor and analyze feedback to recommend improvements to customer service processes and
school policies.
*** TEAM LEADERSHIP
• Train, mentor, and supervise the customer service team to meet high performance and service
standards.
• Conduct regular team meetings to address concerns, share updates, and strategize improvements.
*** EXPECTED OUTCOMES
• Establish high standards of customer service, ensuring prompt and professional responses to
inquiries and effective complaint resolution.
• Manage clear communication with parents and stakeholders, distributing informative updates and
newsletters.
• Supervise the front office team to ensure operational efficiency and maintain accurate records of
interactions.
• Organize engagement events to foster relationships with parents and facilitate a smooth
onboarding experience for new families.
• Monitor feedback to identify improvement areas in customer service processes and implement
necessary changes.
• Train and mentor, the customer service team, promoting a positive workplace environment and
upholding school values in all interactions.
语言要求：English (Good)
职位要求
*** Education and Experience:
• Bachelor’s degree.
• Minimum 3 years of experience in customer service or administrative management, preferably in
an educational setting.
*** Skills and Competencies:
• Excellent communication and interpersonal skills.
• Strong problem-solving abilities and conflict resolution skills.
• Proficiency in Microsoft Office.
• Knowledge of Cambridge International School curriculum and policies (preferred).
*** Personal Attributes:
• Ability to work under pressure while maintaining a positive demeanor.
• High level of cultural sensitivity and adaptability.
• Strong organizational and multitasking abilities.
*** Work Conditions:
• Full-time position, with occasional evening or weekend work for school events.
• Primarily based in the school’s front office with regular interaction across departments.
*** Cooperate Competencies:
• Full-time Strong commitment to Westline Education Group’s Mission, Vision and Values.
• Respects and abides by WEG’s management policies, academic regulations, policies and
procedures and guideline.
• Sensitivity and adaptability towards culture, gender, religion, race, nationality, and age.
• Bachelor’s degree.
• Minimum 3 years of experience in customer service or administrative management, preferably in
an educational setting.
*** Skills and Competencies:
• Excellent communication and interpersonal skills.
• Strong problem-solving abilities and conflict resolution skills.
• Proficiency in Microsoft Office.
• Knowledge of Cambridge International School curriculum and policies (preferred).
*** Personal Attributes:
• Ability to work under pressure while maintaining a positive demeanor.
• High level of cultural sensitivity and adaptability.
• Strong organizational and multitasking abilities.
*** Work Conditions:
• Full-time position, with occasional evening or weekend work for school events.
• Primarily based in the school’s front office with regular interaction across departments.
*** Cooperate Competencies:
• Full-time Strong commitment to Westline Education Group’s Mission, Vision and Values.
• Respects and abides by WEG’s management policies, academic regulations, policies and
procedures and guideline.
• Sensitivity and adaptability towards culture, gender, religion, race, nationality, and age.
联系方式
- ✉️ 邮箱：recruit@wegcambodia.com
- 🌐 网站：www.wegcambodia.com
- 📍 地址：#200, St.150, Sangkat Teuk Laak II, Khan Toul Kok, Phnom Penh
位置 / Google 地图
来源：网络 · 2026-09-30 08:34:29