Global Care officer JOB Descrip3on

A Global Care Officer’s primary role is to enhance parent-school communica3ons and foster

parent-school rela3onships, to promote and retain an agile communica3on rela3onship with

students/parents.

Resolving Parental Complaints and Concerns

1. Resolve parents' complaints quickly and effec3vely, whether it’s academic or non academic.

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.

Required Skills & Qualifica3ons

1. Minimum 3-5 years of experience in a customer service or support

role/teacher/parent in the exis3ng school

2. Strong verbal and wrijen communica3on skills.

3. Proficiency in handling customer service sofware, CRM tools, and MS Office.

4. Excellent problem-solving and conflict-resolu3on abili3es.

5. Ability to manage 3me and mul3task effec3vely in a fast-paced setting.

6. High level of pa3ence, empathy, and ajen3on to detail

Benefits:

- Provident Fund

Work Location: In person

📌 Global Care Officer (India)
🏢 Witty International School
📍 India