Interested candidates can share their resume on [email protected]

Primary Purpose of the Job

Drive parent satisfaction, maximize fee recovery, minimize students leaving and maximum retention

Key Responsibilities

1. PSR Parent Service Requests

KRA: Timely resolution of parent service requests and ensuring maximum parent satisfaction.

Tasks:

- Log and categorize all parent service requests promptly.
- Acknowledge and initiate action within 24 hours.
- Route queries to the appropriate department with clear context.
- Track SLA-based closure timelines for each ticket.
- Conduct satisfaction checks post-resolution.
- Update parents proactively don't wait for them to follow up.
- Maintain data for feedback trends and escalations.
- Ensure that a service request is raised for every parent query, request, or complaint received via phone call, email, walk-in, or student diary to maintain proper

2. Outstanding Fee Recovery

KRA: Ensure applicable fees are paid by parents and achieve high recovery.

Tasks:

- Monitor fee defaulters list regularly with the accounts team.
- Reach out to parents (calls, messages, one on one meetings) to ensure payment of pending fees
- Explain policies and address payment-related queries as required.
- Collaborate with the finance/accounts team to solve receipt /other payment issues.
- Share daily/weekly updates on recovery progress to Principal
- Target/ Follow up closely with parents who repeatedly miss payments.

3. Parent Retention in case of School Leaving Certificate

KRA: Maintain LCs below 80% of projected LCs

Tasks:

- Interact with parents showing intent to exit (verbal/written).
- Reach out to understand concerns and reasons.




- Attempt re-engagement or resolution by aligning internal teams (academics, operations, etc.).
- Ensure every parent is met and 2 tier counselling is completed (1st Tier -PSL and 2nd Tier by Principal)
- Liaise with the Vertex team for case assignment they own the closure.
- Record and analyse exit reasons with patterns for leadership review.
- Provide timely required documents or LC and ensurethe LC is error free
- Update every LC in GR register and government portal

Experience

- 1-5 years customer service work experience preferably in Education space.

Expected Competencies

- Proactive Communication: Engage parents directly, not just send messages to departments within schools
- Ownership: Departments must own issue resolution; PSL initiates and facilitates. PSL should not chase internal departments for timely resolution and closure
- Team Collaboration: All members, including PSLs, attend and act on parent calls.
- Reporting: Maintain data and submit periodic reports to the School Principal for:
- Parent Service request - status
- Recovery status
- Parent Exit details

- Co-ordinate with SSD -Special Service Desk -Based on requirement coordinate with SDD in case on any escalation or support
- Single Point of Contact: Acts as the dedicated liaison for all service-related tasks and parent concerns, ensuring streamlined communication and quick resolution.
- Tasks until complete Automation: Issuing Bonafide /Transcript /Recommendation /Marksheet as per parents request within 24hrs of request.

Skills and Knowledge

- Ability to work with a diverse parent population.
- Excellent interpersonal and communication skills.
- Robust organizational and time-management skills.

Interested candidates can share their resume on: [email protected]

📌 Executive-School Parent Service Support - VIbgyor High (Goregaon)
🏢 Vibgyor Group of Schools
📍 Goregaon