Global Care officer
1 day ago
Resolving Parental Complaints and Concerns 1. Resolve parents' complaints quickly and effec3vely, whether it's academic or nonacademic. 2. RETENTION is the major role of the GCO to avoid dropouts. 3. Incoming Calls- Responsible and accountable for documen3ng issues reported by parents into the CRM system and iden3fying possible ac3on areas for each issue. We should drive the resolu3on and escala3ng the issues if not resolved within the TAT. 4. Outbound calls – For resolu3on of complaints/query and taking/sharing feedback. 5. Resolving and upda3ng transport and accounts for any complaints received (Daily interac3ons). 6. Responsible for carrying out the detailed Root Cause Analysis (RCA) of every case of dis-sa3sfied exit of a student from the school. 7. GCO connects with the exis3ng parents Twice/thrice a year for PSAT 8. GCO to helps the parents during the books/uniform supplies to have a streamlined experience Building Posi3ve Rela3onships 9. Invite parents as Guest lectures during class hours to mo3vate students, to educate them about different opportuni3es of different career aspects. 10. To upload WhatsApp/Toddle/SL statuses so that our parent contact list is aware of the developments. 11. To help in gedng guests, Chief Guests for various events like Sports Day, Annual Day, Gradua3on Ceremony…etc. 12. Being self-mo3vated to be involved in providing solu3ons to the parent fraternity of GSG Educa3on. Transport Readiness, Supplies Readiness, cafeteria readiness. Welcome students afer the summer break are planned beforehand to streamline the process. 13. To maintain a cordial work rela3onship with various departments Parent Connect Calls 14. PC calls are done to the parents' term - wise 15. Conduct structured mee3ngs and discuss the reason(s) for the exit with the parents when they visit the school to complete exit formali3es. 16. Responsible for contribu3ng to the process of Reten3on by analysing objec3ve data, every exit case, and issues reported by parents during a period. Parent Feedback Management 17. Responsible for ac3vely par3cipa3ng in parent-teacher mee3ngs (PTM) conducted at the school and uses the opportunity to interact with parents, solicit feedback, communicate any changes in school process & facili3es, and recalibrate expecta3ons of parents if needed. 18. Responsible for iden3fying common threads across all feedback received. 19. Discuss these observa3ons with process owners and report the observa3ons and suggested correc3ve ac3ons (process, facility & staff) to the Senior leadership team Student Admission and Enrollment concerns 1. Responsible to par3cipate in the "New Parent Orienta3on Program – partners in educa3on", which familiarizes parents of newly admijed students with the processes & prac3ces at the school, parent expecta3ons, and get their agreement on the parental responsibili3es for best usage of the services of the school and to ensure the safety of their child. 2. New Parent Connect- To take over once the New admission process is completed. 3. To develop a personal connec3on, a welcome call, welcome email, welcome messages are shared with the parents. 4. Reten3on & Referral Management. 5. Collaborate with Academic team for arranging one-on-one mee3ngs with the parents for the student's academic performance of disciplinary issues.
Job Type: Full-time
Benefits:
- Health insurance
- Provident Fund
Work Location: In person
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