Admin Role G

Your current guide is a good start, but it can be upgraded into a proper operations and recruitment manual that aligns with how Swim Masters actually operates today. Below is a revised version that incorporates your customer service workflow, sales expectations, on-site operations, and career progression. Swim Masters SingaporeAdmin Role Guide & Job Description Version: 2026 Position Customer Service Administrator (Work From Home) Students, homemakers, career switchers, and individuals with strong customer service skills are welcome to apply. The Customer Service Administrator is responsible for managing customer enquiries, converting leads into students, coordinating class schedules, maintaining accurate records, and supporting the daily operations of Swim Masters Singapore. The role combines customer service, sales, administration, and operations coordination to ensure every family enjoys a professional and seamless experience. Employment Type Monthly Contract Renewable Month-to-Month based on performance Salary Monthly Salary SGD $800–$900 Performance bonuses and future salary progression are available based on: Sales conversion Customer service quality Attendance Accuracy Initiative Reliability Training New staff will undergo 5 days of structured training covering: Company policies Customer service standards Sales process respond.io workflow 3CX phone system Wix Dashboard Google Sheets Master List SwimSafer procedures Scheduling Payment collection Coach coordination Training is unpaid. Upon successful completion of 3 months of continuous service , the full 5 training days will be reimbursed. Work ScheduleWork From Home 4 Weekdays 9:00 AM – 6:00 PM Weekend On-Site 1 Weekend Shift Senja-Cashew Community Club (Bukit Panjang) Equipment Requirements Applicants must have: Laptop or Desktop Computer Stable Internet Connection Quiet Working Environment Mobile Phone Basic Microsoft Excel / Google Sheets knowledge Systems Used Daily Every administrator will work with: respond.io 3CX Phone System Gmail Google Calendar Wix Dashboard Google Sheets Master List Jotform WhatsApp Business Stripe Payment Portal Internal Coach Schedule Daily Opening Checklist (9:00 AM) Before handling customers: Login to respond.io Login to 3CX Review missed calls Check overnight enquiries Review WhatsApp messages Check payment notifications Review Jotform registrations Review today's lesson schedule Review coach updates Update Master List Target completion time: 15 minutes Primary Responsibilities1. Customer Service Respond professionally to enquiries received through: respond.io WhatsApp Phone Calls (3CX) Website Forms Email Determine: Adult or Child Private or Group Swimming experience Preferred location Preferred schedule Suitable coach Recommend the most suitable class based on availability. 2. Sales & Registration Your role is not only customer service—you are expected to convert enquiries into confirmed students. Responsibilities include: Explaining lesson options Presenting pricing packages Handling objections professionally Recommending suitable schedules Sending registration links Following up pending enquiries Closing sales promptly Every enquiry should progress towards registration whenever possible. 3. Payment Administration Monitor incoming payments through: PayNow Bank Transfer Stripe Website Payments After payment: Verify payment Update Master List Confirm lesson booking Notify assigned coach Send welcome information 4. Scheduling & Operations Coordinate: Student bookings Coach assignments Replacement lessons Trial lessons Make-up lessons Class transfers SwimSafer preparation Never promise availability before checking the latest schedule. 5. Master List Management Maintain accurate records including: Student details Parent contact information Lesson schedules Coach assignments Attendance Payment status Trial lessons SwimSafer progression Remarks and follow-up notes Accuracy is essential. 6. SwimSafer Administration Support SwimSafer operations by: Checking coach recommendations Advising suitable test stages Sending assessment forms Providing booking links Confirming registrations Recording bookings Following up on test readiness Customer Response StandardsHigh Priority (Within 30 Minutes) New enquiries Booking requests Payment issues Trial lessons Coach absence Urgent cancellations Customer complaints Medium Priority (Within 60 Minutes) Schedule changes SwimSafer enquiries Package enquiries Equipment enquiries Progression questio…