Customer Service & Admin Team Lead

KEYNOTE LEARNING HUB PTE. LTD.; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A local tuition centre in Singapore is seeking a Customer Service & Admin Team Lead to manage a dedicated team. This role involves leading daily operations, ensuring a welcoming environment, and handling customer inquiries across various channels. Candidates should have at least a diploma, 2-3 years of experience in customer service, and strong communication skills. Join a positive, service-oriented team to enhance our student’s learning environment.

Qualifications

• 2-3 years of experience in customer service.
• Experience in a supervisory role is preferred.
• Confident and tactful in handling customer needs.

Responsibilities

• Lead and manage a team of Customer Service & Admin Specialists.
• Oversee daily centre operations and ensure cleanliness.
• Handle customer enquiries across all channels.

Skills

Customer service

Team leadership

Interpersonal skills

Communication skills

Education

Minimum Diploma

Tools

Excel

Word

Job description

Tuition Centre in Ang Mo Kio Requires Customer Service & Admin Team Lead

Job Description

• 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.
• 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.
• 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.
• 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.
• 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.
• 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 (1pm to 9.30pm) + 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