Kerja Sepenuh Masa, Global Care Officer (GCO) di One World International School Singapore - Maukerja

Global Care Officer (GCO)

Function: Parent Support & Retention

Location: OWIS Singapore Campuses

Job Summary

The Global Care Officer (GCO) serves as the primary point of contact for existing parents across all campuses of OWIS Singapore. Responsible for managing daily helpdesk queries, maintaining data, handling withdrawal processes, and supporting retention initiatives, the GCO plays a critical role in ensuring prompt resolutions, excellent service, and strong parent satisfaction.

Key Responsibilities

1. Helpdesk & Parent Support

• Serve as the main point of contact for day-to-day parent queries, requests, and concerns across multiple channels (phone, email, ticketing system) to ensure timely and accurate resolution.
• Utilize CRM and helpdesk ticketing software to log, track, and update all parent communications.
• Escalate complex or urgent parent issues to leadership while following up to ensure closure.

2. Student Data & Withdrawal Management

• Maintain and update existing student data records accurately within the school’s data management systems.
• Process student withdrawal requests, ensuring all administrative steps, clearances, and documentation are properly completed.
• Document and log specific withdrawal reasons to provide clear data on student departures.

3. Parent Retention & Engagement

• Support retention efforts by proactively identifying parent concerns and engaging with families considering withdrawal.
• Assist in executing parent engagement activities and events to foster a positive school community.
• Gather parent feedback to help improve the overall school experience and boost satisfaction metrics (CSAT/NPS).
• Lead proactive outbound calling to gather parent feedback and address concerns.

4. Reporting & Coordination

• Assist in preparing daily, weekly, and monthly data logs and operational reports regarding queries, ticket volumes, and withdrawals.
• Collaborate closely with Academics, Finance, and HR teams to resolve parent requests effectively.

Qualifications & Experience

• Education: Bachelor’s degree in any discipline.
• Experience: 2–4 years of experience in customer service, helpdesk, or parent relations (experience in education or service industries preferred).
• Skills: Excellent written and verbal communication, strong problem-solving abilities, high attention to detail for data management, and proficiency with helpdesk/CRM tools and Microsoft Excel
• Language: English and Mandarin.