Senior Customer Service and Admin Executive

keynote learning hub pte. ltd.; Singapore; On-site; SGD 31,248 - 50,220; Full time

Job summary

Keynote Learning Hub Pte. Ltd. in Singapore is seeking a Senior Customer Service & Admin Executive to oversee daily centre operations, greet students and parents, and ensure a smooth administrative workflow.

You will handle enquiries via multiple channels, organize registrations and payments, support tutors, and assist in events with the marketing team. The role requires a Diploma, 3–5 years of customer service, and strong communication skills.

Qualifications

• Minimum Diploma.
• Working hours: 4 weekdays (12.45pm–9.15pm) + 1 weekend (Sat) (9am–7pm).
• 3–5 years experience in customer service.
• Confident and tactful with customers.
• Strong interpersonal and communication skills.
• Meticulous and systematic with administrative procedures.
• Proficient in office tools (Excel, Word).
• Frontline customer service experience a bonus.

Responsibilities

• Centre management, frontlines, keeping centre neat and welcoming.
• Handle customer enquiries across channels (phone, text, walk-ins, social, email).
• Prepare and issue monthly billing invoices and manage registrations/payments.
• Escalate complex issues and report to Head of Operations.
• Assist tutors with administrative tasks and mail study resources.
• Follow up on sales leads, schedule trial classes, and maintain lead records.

Skills

Customer service

Communication

Interpersonal skills

Administrative tasks

Excel

Word

Frontline experience

CRM / Google Sheets

Education

Diploma

Tools

Google Sheets

Job description

Senior Customer Service & Admin Executive

Tuition Centre in Ang Mo Kio requires Senior Customer Service & Admin Executive.

Responsibilities

• 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.
• 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.
• 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.
• Tutor & Academic Administrative Support
  • Assist tutors with administrative matters when necessary, including the printing of class materials and mailing of study resources to students.
• 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 computing skills.
• Prior experience in frontline customer service jobs will be a bonus.
• Able to handle difficult customers confidently.