Customer Service Officer - german speaking

Full-time
Currently, more than 1800 students are learning at GESS supported by more than 400 full time and part time academic and administrative staff members. In August 2018 GESS moved to Dairy Farm Road to a modern new school campus located at the edge of Singapore’s largest nature reserve.
Customer Service Officer - german speaking
Full Time
 
The German European School Singapore (GESS) is looking to recruit an experienced German speaking Customer Service Officer to provide support for visitors, parents and students and educate them about GESS’s procedures.
 
The role: 
This position reports to the Director of Marketing & Admissions and will also support the administrative tasks. Furthermore, the scope of the role will include, but not be limited to, the following:
 
Parent And Student Experience
•Ensure all parent requests, queries and complaints are logged in the CRM system
•For queries and complaints outside of the department’s remit, direct the query or complaint to the relevant colleague and ensure that the issue is fully addressed
•Educate and help parents on the school’s procedures and where to find relevant information on the website
•Ensure high student welfare levels are always maintained
•To act as the first point of contact for students requiring assistance
•Professionally handle complaints, escalating complaints to the Team Leader where appropriate
•Provide feedback to the Team Leader on how to improve the parent and student experience 
Administrative Tasks
•Distribution of forms to students
•Organize registration of late comers and early dismissals (students) 
•Ensure that all folders, class lists and signs for emergency/fire drills are kept up to date
•Input parent or student change of details into Synergetic
•Answer the main phone line professionally and direct calls
•Receive visitors for meetings and direct to the meeting room
•Triage emails received via info@gess.sg and ensure they are answered or redirected within the same working day
•Receive deliveries and inform the recipient
•Order taxis for guests
•Supervise late student pick-ups
•Ensure that all safety rules are applied properly
•Keep the lobby / reception areas clean and presentable  
The Person:
To be successful in this role, we are looking for someone with a strong background of customer service, along with the following:
 
Key Skills and Attributes
•Excellent communication and inter-personal skills; projecting a professional and courteous manner when representing the School
•A diploma in any subject
•A calm and composed demeanour 
•Problem-solving skills
•Customer complaint handling and resolution skills
•Confident Microsoft Office and CRM database system skills
•Excellent telephone manner
Knowledge and Experience
•Cultural understanding and previous experience of working at an international organisation with stakeholders of different nationalities and cultural backgrounds
•Previous experience of working in a call centre, customer service centre/desk or hotel is preferred
•Proficiency in English and German language is required as you will be liaising with German speaking students and parents.
Keen to collaborate and share your specialist expertise, you will be a fitting ambassador for the school. You will communicate with confidence across diverse audiences and situations, using your expertise to build strong relationships across the GESS community.
Our School
The German European School Singapore (GESS) is a multi-lingual, not-for-profit, German international school in Singapore with a distinct European flavour. As an accredited ‘Excellent German School Abroad’, the German Section of GESS offers all major German school leaving certificates.
 
Our European Section offers tuition in English for students from grade 1 - 12 across all three IB programmes (the PYP, the MYP and the IB Diploma Programme) as an authorised IB World School.
 
Children aged 2 years onwards can enroll in our Preschool where children are following the PYP programme in German-speaking, English-speaking or bilingual groups. In addition to an outstanding academic education, GESS strives to teach students community values such as respect, openness and diversity.
 
To Apply
We offer an exciting working environment in an international and cooperative team. Your application should include a letter of application and your complete resume. Please indicate your reasons for applying for the position. 
Our Selection Process
At GESS we adhere to fair employment practices that consist of hiring practices that are fair, merit-based and non-discriminatory.
We are committed to providing a world class, safe, happy environment in which children and young people are able to thrive and learn. We are committed to safeguarding and child protection as we promote the welfare of all our pupils irrespective of race, ability, religion, gender or culture.
 
All post holders are subject to appropriate vetting procedures including satisfactory reference and background checks and the offer of employment will be subject to the completion of these. In addition, the visa entry requirements for Singapore are subject to certain requirements being met. This includes but is not limited to, mandatory diphtheria and measles vaccination requirements for children attending school in Singapore will need to be in place prior to arriving in Singapore in order for the criteria for a child Dependent Pass to be met and the visa granted. Further information on this will be shared at interview stage if applicable.
Please note, that only shortlisted candidates will be notified.
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