1. Job Information
Job Title:
Parent Liaisons & Communications Officer
Responsible for and Work Location(s):
Parent liaisons & communications
Work location: Based in Hong Kong
Department/Function:
AISL Outdoor
Reporting to:
With oversight from Director of AISL Outdoor
Line Managing:
Associate Director of Parents Education & Marketing of 3As
Relationships:
Internal
· Programme Managers
· Project and Operations Teams
· Finance Team (for payment coordination and refunds)
· Communications and Marketing Team
· ICT / Systems support (as required for registration tools)
External
· Parents and guardians
· Student participants
· Relevant programme partners (as needed for logistics coordination)
2. Job Purpose
The role is responsible for managing parent and participant communications across all stages of AISL Outdoor programmes. The position ensures a smooth registration process, timely and accurate information sharing, and a positive customer experience before, during, and after programme delivery. The role also supports internal coordination and feedback collection to continuously improve service quality and programme operations.
3. Responsibilities and Competencies
Responsibilities
Parent and Customer Communication
Serve as the primary contact point for parents and participants before, during, and after programmes.
Respond promptly and professionally to enquiries via phone, email, or messaging platforms.
Provide accurate information on programme details, schedules, registration procedures, and logistics.
Maintain a consistent and positive communication tone that reflects AISL Outdoor’s values.
2. Registration and Participant Support
Support participant registration, data entry, and payment coordination in collaboration with the operations and finance teams.
Ensure all participant information is accurate, complete, and securely maintained.
Communicate important pre-programme updates, packing lists, and travel details to parents.
Coordinate with the project team to confirm participant arrangements and special requirements.
3. Customer Service and Experience Management
Track and follow up on customer enquiries, feedback, and concerns to ensure timely resolution.
Support the creation of communication templates, FAQs, and service scripts to enhance consistency.
Assist in managing customer satisfaction surveys and compiling feedback reports.
Collaborate with the programme team to continuously improve parent and participant experiences.
4. Internal Coordination and Reporting
Work closely with Programme Managers and Project Teams to ensure alignment in communication and operational updates.
Provide daily or weekly summaries of customer interactions, highlighting key issues or trends.
Support the Communications and Marketing team in preparing parent newsletters and programme updates.
Assist in maintaining accurate communication logs and records for reference and audit.
5. Post-Programme Follow-up
Coordinate with parents for post-programme feedback and testimonials.
Support refund, certification, or post-event communication processes as required.
Contribute to post-programme debriefs by summarising customer feedback and service outcomes.
6. Ad-hoc Responsibilities
· Undertake additional tasks and projects as assigned by the Director to support organisational needs.
4. Required Qualifications and Experience
Education
· Bachelor’s degree in Communications, Customer Service, Business Administration, Education, or a related field
Knowledge
· Understanding of customer communication principles and best practices.
· Familiarity with registration systems and data management.
· Knowledge of customer service standards and experience management.
· Ability to use communication tools (email, messaging platforms) and possibly CRM systems.
Experience
· Experience in customer service or communications roles.
· Handling parent and participant inquiries in an educational or programme-based setting.
· Coordinating registration and payment processes.
· Managing feedback collection and reporting.
· Working collaboratively with internal teams and external stakeholders
Competencies
Strong organisational and multitasking skills with attention to detail.
Excellent communication and interpersonal skills for engaging diverse stakeholders.
Ability to work collaboratively in a fast-paced environment.
Proficiency in English, Mandarin and Cantonese is essential.
Proficiency in MS Office and familiarity with registration or CRM systems.
AISL Education Group is committed to the safety and protection of children.
All employees are expected to comply with our School Child Protection and Safeguarding Policy.
