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.
. Follow up on Sales Leads.

. 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.

7. Follow up on Sales Leads. (Sales Lead OIC)

. Respond promptly to all parent enquiries via WhatsApp,phone, email and walk-ins

. Provide clear, accurate information on programmes, schedules, fees and trial class options

. Actively encourage and schedule trial classes for interested parents, offering 2-3 convenient time slot options

. Execute systematic follow-up process for enquiries (e.g.,24 hrs, 3 days, 7 days) using approved messaging scripts

. Re-engage parents who have not responded or attended trials.

. Maintain accurate, up-to-date lead records in the enquiry log/CRM (Google Sheets or system) with status, next actions and notes.

. Follow up with parents after trial classes to gather feedback, answer questions and address concerns

. Explain enrolment packages, payment options, schedules and policies clearly.

. Provide weekly summary reports on lead volume, conversion rates, trial attendance and enrolment outcomes

. Build rapport and trust with prospective parents through warm, helpful and professional communication.

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