Senior Customer Service And Admin Executive

Tuition Centre in Ang Mo Kio Requires Senior Customer Service & Admin Executive Senior Customer Service & Admin Executive Job Description: 1. Centre Management & Frontline Experience • Ensuring the centre is neat, organised, and welcoming at all times. • Greet and engage students and parents in a friendly and professional manner • 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. 2. 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. 3. 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. 4. 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 • Support ad-hoc operational needs and assist other departments when required. 5. Tutor & Academic Administrative Support • Assist tutors with administrative matters when necessary, including the printing of class materials and mailing of study resources to students. 6. 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) (Prefer OFF Tue) Passionate in customer service 3-5 years experience in customer service 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 computingskills Prior experience in frontline customer service jobs will be a bonus Able to handle difficult customers confidently