Job Title

JOB DESCRIPTION – SCHOOL PARENT SERVICE SUPPORTPSR – Parent Service RequestsKRA: 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 proper2.Outstanding – Fee RecoveryKRA: 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 feesExplain 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 PrincipalTarget/ Follow up closely with parents who repeatedly miss payments3.Parent Retention – in case of School Leaving CertificateKRA: 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 ensure the LC is error freeUpdate every LC in GR register and government portal