Customer Service and Admin Team Lead
Tuition Centre in Ang Mo Kio Requires Customer Service & Admin Team Lead
Customer Service & Admin Team Lead
Job Description:
1. Team Leadership & Supervision
• Lead, manage, and support a team of three (3) Customer Service & Admin Specialists in their daily responsibilities.
• Lead regular team huddles to brief the team on updates, operational instructions, and expectations.
• Allocate tasks, set priorities, and ensure all work is completed accurately and on time.
• Monitor team performance, provide coaching and guidance, and ensure consistent customer service standards.
• Act as the first point of escalation for administrative issues before involving the Head of Operations.
• Ensure SOPs and workflows are followed, and identify opportunities for continuous improvement to increase efficiency.
2. Centre Management & Frontline Experience
• Oversee daily centre operations, ensuring the centre is neat, organised, and welcoming at all times.
• Greet and engage students and parents in a friendly and professional manner, while ensuring the team upholds the same service standard.
• Manage monthly pantry supply orders (including F&B and cleaning supplies) and coordinate with cleaning vendors to maintain centre cleanliness.
• Take ownership of the centre’s day-to-day cleanliness and overall physical presentation.
3. Daily Operations & Customer Handling
• Handle customer enquiries across all channels, including phone, text, walk-ins, social media, and email.
• Ensure timely responses and satisfactory resolution of customer feedback and concerns.
• Step in to manage complex or sensitive cases and escalate when necessary.
• Prepare and send clear, timely communications to parents and students regarding programmes, schedules, fees, and centre updates, including last-minute changes.
• Assist in organising events and promotional activities (e.g. webinars) to attract new students and retain existing ones, in collaboration with the marketing team.
4. Student Administration, Billing & Records
• Process student registrations, course enrolments, and payment matters accurately and in a timely manner.
• Prepare and issue monthly billing invoices to parents and follow up on payment matters.
• Maintain and audit student and staff records in the iEduCentre system, ensuring data accuracy through both direct input and team oversight.
5. Escalation, Reporting & Support
• Act as the first point of escalation for operational and customer-related issues.
• Report regularly to the Head of Operations on admin operations, recurring issues, and team performance.
• Support ad-hoc operational needs and assist other departments when required.
6. Tutor & Academic Administrative Support
• Assist tutors with administrative matters when necessary, including the printing of class materials and mailing of study resources to students.
Requirements:
Minimum Diploma
Working hours : 4 weekdays (12.45pm to 9.15pm) + 1 weekend (Sat) (9am - 7pm)
Passionate in customer service
2-3 years experience in customer service
Experience in a supervisory role will be good
Confident and tactful in handling customer’s needs
Strong interpersonal and communication skills
Positive work attitude, self-driven, independent, team player with a strong service mindset
Meticulous and systematic with administrative procedures
Skilled in basic office skills (excel, word) and computing skills
Prior experience in frontline customer service jobs will be a bonus
Able to handle difficult customers confidently