Be the representative/front face of the organization to the existing / potential parents thereby enabling the organization in retaining the existing and expanding its new parents’ base to meet its envisioned growth.
Effectively handling the grievance management system through the Parent Service Module (PSM) ensuring timely and effective resolution
Drive Parent Satisfaction Survey based on key customer insights. Identify key drivers from parent feedback and work closely with schools, departments and process Excellence Team to conduct Process Reengineering based on the survey outcome
Ensuring Parent feedback is analysed and a measurable customer action plan is constructed and driven based on the inputs received through a framework of the qualitative and quantitative questionnaire - the Annual Parent Satisfaction survey.
Parent Experience and Engagement
Mapping the customer experience journey throughout the VGS ecosystem and thus designing and driving the parent experience engagement module towards desired results ensuring high customer satisfaction at all touch points of the parent throughout this journey
Designing and delivering effective customer experience, training programme for all personnel who touch base with parents/students regularly thus ensuring parent satisfaction across all engagement points
Keeping abreast of new experience/engagement techniques/activities undertaken by competitors with a focus on events, communication and overall customer touch points ensuring VIBGYOR responds effectively to parent needs
Collaborate on Process Excellence
Identifying key drivers from parent feedback and give inputs to the Process Excellence Team in redesigning the processes and workflows wherever gaps are identified. Timely updation of RE Cell Manual with the enhanced information.
Managing relationships with key internal stakeholders and thus collaboratively play an important role in the success of the customer journey to support and deliver proposed improvements via appropriate channels and processes to continually enhance the VIBGYOR Customer Experience.
Parent Retention and Revenue Collection
Developing and implementing customer experience strategies to drive customer conversion and retention rates across all stages of engagement.
Oversee the collection of outstanding fees while ensuring it is handled appropriately and per company policy.
5-7 years of work experience in customer service
Expected Competencies
High focus on outcomes and the ability to stand up to committed deliverables.
Strong communication, interpersonal skills, the ability to drive consensus in decision making, especially in conflicting situations
Effective verbal as well as written communication skills
Effective time management skills
Effective presentation skills
High on integrity
Willing to travel pan-India for training and support
Good people skills as well as networking skills
Desired Qualification
Graduation (any field) + Post Graduate degree/diploma in Business Management
Work Location: In person
