Customer Service Representative

The customer service representative serves as the primary bridge between parents, students, and the club — ensuring parents are informed, engaged, and satisfied with their child’s progress. They track student performance, resolve academic or operational issues, prevent dropouts, and support fee collection while proactively coordinating with coaches and the operations team.

Key Responsibilities

• Parent Engagement : Build strong relationships with parents, regularly check in on satisfaction, and serve as the human face of the club.
• Curriculum Support : Understand the curriculum thoroughly, answer parent queries confidently, and guide them on upcoming milestones.
• Progress Tracking : Monitor each student’s learning pace; escalate issues to Ops / Coaches and work on solutions where needed.
• Batch Management : Assess whether assigned batches suit each student and reassign when necessary for better fit.
• Parent Deliverables : Educate parents about their responsibilities (e.g., creating Lichess accounts, encouraging tournament participation) and ensure compliance.
• Retention & Dropout Prevention : Spot disinterest early, understand challenges, and troubleshoot to keep students engaged.
• Fee Follow-up : Reach out to fee defaulters, understand concerns, and resolve issues to ensure timely payments.
• Classroom Presence : Attend assigned student sessions, observe proactively, and resolve issues that may impact satisfaction.

Skills Required

1. Communication & Relationship Management

2. Academic & Curriculum Understanding

3. Problem Solving & Coordination

4. Organizational & Operational Skills

5. Sales & Retention Skills

6. General Attributes

Ideal Candidate