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, Billin…