Community and Customer Service Officer (Maternity 6 Months)International School Ho Chi Minh City

The Community and Customer Service Officer acts as the first point of contact for all incoming enquiries and requests to the school. Managing the Whole School Helpdesk, the role requires efficient and professional customer service, supporting a variety of stakeholders, including potential parents, current parents, faculty, and students among others. Key responsibilities include answering incoming telephone calls, managing the ISHCMC Community Email Mailbox and other duties to support the parental experience throughout the school.
The Whole School Helpdesk Operator reports directly to the Director of Community & Global Engagement.
Their role includes performing a full range of duties, including but not limited to:
● Ensure all enquiries via telephone and email are politely acknowledged, answered, and forwarded to the appropriate team in a timely manner
● Set a message machine and take messages after working hours
● Log all feedback and customer queries on the parents / teachers / students' inquiries & comments management tool
● Manage large-scale issues and complaints with escalation to the Community Engagement Director where necessary
● Be accountable to and report any concerns or gaps in current or agreed SOPs in the team and with stakeholders
● Provide support for parent, staff and student queries and concerns
● Ensure information on the parent portal is current and accurate when responding to queries. If not, advise relevant stakeholders of changes needed and ensure changes are made
● Ensure resolution of all parent issues. , Document how and when the parent has achieved the expected outcome
● Translate parent documents and support divisions with translation needs for parent conversations where relevant
● Collaborate with the events and communications teams. Inform those teams of parent needs, generate ideas for social media posts to increase and fill parent interest and provide support as needed.
The success of this role is measured by the service level provided to all ISHCMC Stakeholders who contact the school, the level of internal customer service provided to our ISHCMC staff, and the ultimate delivery in providing a solid customer experience to parents, students, staff, and other stakeholders.
The job holder's responsibility for promoting and safeguarding the welfare of children and young persons for whom s/he is responsible, or with whom s/he comes into contact will be to adhere to and ensure compliance with the relevant Cognita Safeguarding; Child Protection Policy and Procedures at all times. If in the course of carrying out the duties of the role, the job holder identifies any instance that a child is suffering or likely to suffer significant harm either at school or at home, s/he must report any concerns to the School's Child Protection Officer/Designated Safeguarding Lead or to the Head of indeed to the Regional CEP so that a referral can be made accordingly to the relevant third-party services