Global Care officer A Global Care Officer’s primary role is to enhance parent-school communications and foster parent-school relationships, to promote and retain an agile communication relationship with students/parents.

Resolving Parental Complaints and Concerns

1. Resolve parents' complaints quickly and effectively, 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 documenting issues reported by parents into the CRM system and identifying possible action areas for each issue. We should drive the resolution and escalating the issues if not resolved within the TAT.
4. Outbound calls – For resolution of complaints/query and taking/sharing feedback.
5. Resolving and updating transport and accounts for any complaints received (Daily interactions).
6. Responsible for carrying out the detailed Root Cause Analysis (RCA) of every case of dis-satisfied exit of a student from the school.
7. GCO connects with the existing parents Twice/thrice a year for PSAT
8. GCO to helps the parents during the books/uniform supplies to have a streamlined experience

Building Positive Relationships

1. Invite parents as Guest lectures during class hours to motivate students, to educate them about different opportunities of different career aspects.
2. To upload WhatsApp/Toddle/SL statuses so that our parent contact list is aware of the developments.
3. To help in getting guests, Chief Guests for various events like Sports Day, Annual Day, Graduation Ceremony…etc.
4.



Being self-motivated to be involved in providing solutions to the parent fraternity of GSG Education. Transport Readiness, Supplies Readiness, cafeteria readiness. Welcome students after the summer break are planned beforehand to streamline the process.
5. To maintain a cordial work relationship with various departments

Parent Connect Calls

1. PC calls are done to the parents' term - wise
2. Conduct structured meetings and discuss the reason(s) for the exit with the parents when they visit the school to complete exit formalities.
3. Responsible for contributing to the process of Retention by analysing objective data, every exit case, and issues reported by parents during a period.

Parent Feedback Management

1. Responsible for actively participating in parent-teacher meetings (PTM) conducted at the school and uses the opportunity to interact with parents, solicit feedback, communicate any changes in school process & facilities, and recalibrate expectations of parents if needed.
2. Responsible for identifying common threads across all feedback received.
3. Discuss these observations with process owners and report the observations and suggested corrective actions (process, facility & staff)



to the Senior leadership team

Student Admission and Enrollment concerns

1. Responsible to participate in the "New Parent Orientation Program – partners in education", which familiarizes parents of newly admitted students with the processes & practices at the school, parent expectations, and get their agreement on the parental responsibilities 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 connection, a welcome call, welcome email, welcome messages are shared with the parents.
4. Retention & Referral Management.
5. Collaborate with Academic team for arranging one-on-one meetings with the parents for the student's academic performance of disciplinary issues.

Required Skills & Qualifications

1. Minimum 3-5 years of experience in a customer service or support role/teacher/parent in the existing school
2. Solid verbal and written communication skills.
3. Proficiency in handling customer service software, CRM tools, and MS Office.
4. Excellent problem-solving and conflict-resolution abilities.
5. Ability to manage time and multitask effectively in a fast-paced environment.
6. High level of patience, empathy, and attention to detail.

Pay: ₹35,000.00 - ₹40,000.00 per hour Expected hours: 40.0 per week

Benefits

- Health insurance
- Paid sick time
- Paid time off
- Provident Fund

Work Location: In person

📌 Global Care officer (Mumbai)
🏢 GISES
📍 Mumbai