Customer Service Officer

THE WRITE CONNECTION PTE. LTD.; Singapore; On-site; SGD 22,000 - 31,000; Full time

Benefits offered by this job

Competitive remuneration

Performance-based incentives

Professional development opportunities

Comprehensive medical and dental

Birthday and Marriage leave

Flexi Leave after 1 year

Monthly Birthday celebration

Team bonding activities

Staff discount for lessons (20%)

Exclusive staff discounts with various

merchants

Job summary

The Write Connection PTE. LTD. is seeking a Customer Service Officer to be the first point of contact for students and families across multiple centres. You will leverage product knowledge and communication skills to exceed expectations and build lasting relationships.

Responsibilities include selling programmes, following up on leads, handling inquiries, and coordinating enrolments while maintaining accurate records. A positive, professional demeanor and Mandarin ability are valued.

Qualifications

• Minimum GCE 'O' levels qualifications.
• At least 1 year of experience in customer service, preferably in an enrichment or education setting.
• Proficiency with MacBook and G-Suite applications (Drive, Gmail, Docs, Sheets).
• Strong English communication; ability to communicate in Mandarin with families.
• Sales experience or proven track record is advantageous.
• Demonstrates integrity, professionalism and a customer‑first mindset.
• Willingness to work across multiple centres as needed.

Responsibilities

• Share information about TWC programmes to achieve the centre’s sales target.
• Identify customer needs and recommend suitable programmes.
• Follow up on leads, arrange trial lessons, and assist with signups.
• Respond promptly to phone, email, and walk‑in queries.
• Support marketing events to boost programme visibility and enrolments.
• Deliver outstanding customer service and resolve issues efficiently.
• Maintain records of customer interactions, enrolments and data.

Skills

English communication

Mandarin communication

Sales experience

Customer service

Attention to detail

Independent worker

Education

GCE O levels

Tools

MacBook

G-Suite

Job description

The Write Connection (TWC) specialises in English and Writing classes for primary and secondary level students. With a team of over 100 dedicated professionals, our mission is clear: to nurture generations of critical, compassionate thinkers. We are committed to delivering exceptional, well-rounded English enrichment that empowers our students to succeed academically and beyond.

Our Customer Service Officers (CSOs) play a pivotal role in upholding our commitment to excellence. As the first point of contact, CSOs deliver outstanding service by leveraging their product knowledge and communication skills to exceed customer expectations. In this role, you'll provide personalised support, build lasting relationships, and contribute to a positive, collaborative team environment.

If you’re passionate about customer engagement, thrive in a dynamic setting, and are eager to make a difference, we invite you to join our team.

Job Responsibilities

Sales & Leads Management

• Confidently share information about TWC programmes with current and potential customers to achieve the centre’s sales target.
• Identify customer needs and recommend the most suitable programmes to enhance their experience and satisfaction with TWC programmes.
• Proactively follow up on leads, arrange trial lessons, and assist customers in signing up for programmes.
• Respond to phone, email, and walk-in queries promptly and effectively.
• Actively participate in marketing promotional events, campaigns and outreach efforts to boost TWC programmes’ visibility and drive enrolments.

Customer Service

• Deliver outstanding customer service by promptly addressing inquiries, resolving concerns efficiently, and escalating complex issues when necessary to ensure timely resolution.
• Maintain a cheerful, professional demeanor in all interactions, fostering a welcoming environment where customers feel valued and supported.
• Actively listen to customer feedback and share valuable insights with the team to help improve our service offerings and delivery.
• Stay well-informed on the latest programmes and marketing updates to provide accurate and up-to-date information to the customers.
• Go the extra mile to make sure customers are satisfied and their needs are fully met.

Administrative Support

• Utilise company tools and systems to manage and track customer interactions, ensuring accuracy and timely responses.
• Maintain organised, accurate, and up-to-date records of customer interactions, follow-ups, key activities, and relevant data.
• Handle day-to-day administrative duties, such as scheduling student classes, managing enrolments, processing invoices, and ensuring accurate registration and enrolment data.
• Collaborate with team members to streamline processes and contribute to the continuous improvement of administrative efficiency.
• Provide assistance to teachers and students as needed, ensuring a positive experience for all.
• Other duties associated with the role and assigned by the line manager.

Work Hours

As a Customer Service Officer, you’ll benefit from a structured 5-day workweek, including one weekend day, designed to support a healthy work-life balance. Here’s what a typical week looks like:

• Weekdays: 12:30 PM to 9:30 PM (inclusive of a one-hour meal break)
• Saturday or Sunday: 8:30 AM to 6:30 PM (inclusive of a one-hour meal break)
• Days Off: Enjoy one weekday and one weekend off each week.
• Team Collaboration: Participate in an engaging, collaborative 2-hour team meeting each week to brainstorm, share insights, and grow together.

Work Location

Experience the variety and flexibility of working across multiple locations! While your primary work location will be based on operational needs, we value your preferences. We’ll carefully consider your preferred centers when determining your final placement, ensuring a work environment that suits you best.

Job Requirements

• Minimum GCE 'O' levels qualifications.
• At least 1 year of experience in customer service-related roles, preferably in an enrichment or education-related setting.
• Proficiency in using MacBook and G-Suite applications (e.g., Drive, Gmail, Docs, and Sheets).
• Strong communication skills in English, both spoken and written, with keen attention to detail.
• Able to communicate in Mandarin with our Mandarin-speaking families.
• Sales experience or a proven track record of meeting sales targets is an advantage.
• Demonstrated excellence in customer service with the ability to handle customer needs effectively and efficiently.
• Demonstrates strong work ethics, including integrity, professionalism, and a commitment to excellence.
• Positive, approachable, and professional demeanor with excellent listening skills.
• Ability to work independently while also thriving in a collaborative team environment.
• Flexibility and willingness to work at different centers based on operational needs.

What we offer:

• Competitive remuneration
• Performance-based incentives.
• Opportunities for professional development and growth within the company.
• Be part of a vibrant, dynamic and collaborative team that fosters innovation, excellence, and a shared commitment to making a difference in education.

Staff Benefits:

• Comprehensive Medical and Dental benefits
• Birthday and Marriage leave
• Flexi Leave upon completing 1 year of service.
• Monthly Birthday celebration
• Team Bonding Activities
• Exclusive Staff discount for TWC lessons (20% off course fee for children of staff)
• Exclusive Staff discounts with various participating merchants