Relationship Officer

Role Overview:

The Relationship Officer will act as the primary point of contact for parents, ensuring a smooth and supportive admissions journey. The role focuses on lead nurturing, parent engagement, service excellence, and maintaining strong relationships that positively influence admissions conversions and long-term loyalty.

Key Responsibilities:

1. Parent Interaction & Counselling

• Serve as the first point of contact for walk-in parents, inquiries, and admissions-related queries.
• Provide clear counselling on programs, curriculum, fee structures, and campus offerings.
• Assist parents throughout the admissions process to ensure a seamless experience.

2. Lead Nurturing & Follow-Up

• Manage and update inquiries in the CRM (Meritto, LeadSquared, Salesforce).
• Follow up with leads regularly to improve conversions.
• Build strong rapport with parents and understand their expectations or concerns.

3. Relationship Management

• Maintain strong relationships with existing parents to build trust and satisfaction.
• Handle parent concerns courteously and coordinate with internal teams for resolutions.
• Support in enhancing parent experience during school visits, events, and orientation sessions.

4. Admissions Support

• Assist the admissions team in documentation, coordination, and onboarding processes.
• Track application status, schedule interactions, and ensure timely communication.
• Maintain accurate student records and data in CRM/system.

5. Communication & Service Excellence

• Maintain high-quality communicationphone, email, in-personwith professionalism.
• Ensure timely responses to parent queries.
• Represent the school positively in all interactions.

6. Reports & CRM Management

• Regularly update the CRM with lead disposition and follow-up notes.
• Prepare daily/weekly reports on inquiries, follow-ups, and admissions progress.
• Share insights on parent feedback and concerns with management.

Required Skills & Qualifications:

• 14 years of experience in customer service, counselling, admissions, or relationship management .
• Strong communication and interpersonal skills.
• Warm, empathetic, and service-oriented personality.
• Familiarity with CRM tools preferred.
• Ability to manage multiple inquiries with patience and professionalism.
• Graduate in any discipline.

Key Attributes:

• Positive attitude and parent-centric approach.
• High ownership and accountability.
• Energetic, approachable, and solution-driven.
• Strong follow-up discipline and attention to detail.