Customer Relations Executive

ESM is looking for a friendly, responsive, and customer-focused Customer Relations Executive to join our team in Dubai, UAE. This role is responsible for providing a professional and efficient point of contact for parents regarding ESM's after-school activities and holiday camps across UAE school venues.

The successful candidate will manage parent enquiries across email, WhatsApp, and Trengo, ensuring accurate information is provided, queries are resolved efficiently, and parents receive a positive experience from initial enquiry through to booking and participation.

The role will also support the wider Operations team with customer administration, including account adjustments, credits, refunds, booking changes, and general coordination, while working closely with Relationship Managers, Operations teams, schools, and activity providers.

Key Objectives

1. Deliver an Excellent Parent Experience

• Act as a friendly, professional, and helpful first point of contact for parents.
• Respond to enquiries promptly and professionally across all communication channels.
• Ensure parents receive clear, accurate, and consistent information.
• Build trust and confidence in ESM through positive customer interactions.

2. Manage Parent Enquiries Efficiently

• Respond to enquiries relating to after-school activities, holiday camps, bookings, timetables, venues, providers, payments, and general programme information.
• Identify enquiries requiring support from Relationship Managers, Finance, Operations, or other teams and ensure these are followed through to resolution.

3. Support Bookings and Customer Administration

• Assist parents with booking-related queries, transfers, cancellations, and changes.
• Process or coordinate account adjustments, credits, and refunds in line with ESM procedures.
• Support the Operations team with accurate customer and booking administration.

4. Strengthen Communication Across ESM Programmes

• Ensure parents receive consistent and up-to-date information regarding activities and camps.
• Identify common parent questions and feedback that could improve FAQs, communications, and programme information.

5. Contribute to Continuous Improvement

• Monitor recurring enquiries, complaints, and customer feedback to identify trends.
• Share customer insights with the Operations team to help improve the parent journey.
• Contribute positively to the wider Operations team's customer service standards and culture.

Set of Required Skills, Knowledge and Behaviours

Desired Qualifications

• Customer service, contact centre, or communication-related qualifications would be advantageous.
• Relevant professional qualifications or training in customer experience would be beneficial.
• Strong written and spoken English is essential.

Desired Experience

• 2–3 years' experience in a customer service, customer relations, parent relations, administration, or similar role.
• Experience handling a high volume of customer enquiries across multiple communication channels.
• Experience working with parents, families, schools, children, or education-related services across the UAE would be advantageous.

Job-Specific Knowledge & Skills

• Strong understanding of customer service principles and best practices.
• Ability to manage enquiries through email, WhatsApp, and Trengo or similar customer communication platforms.
• Strong Microsoft Office skills, particularly Outlook, Excel, and Teams.
• Understanding of after-school activities, extracurricular programmes, and/or holiday camps would be advantageous.
• Strong commitment to delivering an excellent customer experience.
• Ability to remain calm and solution-focused under pressure.
• Excellent written and verbal communication skills.
• Ability to communicate clearly and professionally with parents from a wide range of backgrounds.
• Comfortable working to response-time expectations and deadlines.
• Good judgement when deciding when an issue can be resolved independently and when it should be escalated.
• Positive and solutions-focused attitude.
• Reliable, dependable, and consistent.