Senior Customer Service Officer
Job Summary
The Senior Customer Service Officer is responsible for managing customer inquiries and ensuring a high-quality service experience. You will handle administrative tasks, process fee payments, and support teachers to maintain smooth centre operations. The role requires a candidate dedicated to student safety and fostering positive relationships with customers.
Responsibilities
- Manage customer inquiries and satisfaction
- Perform administrative and payment processing tasks
- Support daily centre operations and teacher activities
- Ensure student safety and environment maintenance
Required Skills
- At least 1 year customer service experience
- Proficiency in MS Office (Word, Excel)
- Strong interpersonal communication skills
- Customer-focused mindset
Job Details
Key Responsibilities:
Customer Service:
- Attend to customer inquiries via walk-in, chat, phone, and email in a prompt and proactive manner.
- Understand customers’ needs and maintain a continuous high level of customer service delivery and satisfaction.
- Create a warm and high-quality customer service experience.
- Establish rapport and build good relationships with customers.
- Work closely with other departments to meet customer needs and enhance service quality.
- Participate in provided training to acquire knowledge of programmes, services, and operation processes.
Administration:
- Keep detailed and accurate records of customer interactions, transactions, and documentation.
- Process monthly fee payments into the system.
- Provide support to teachers.
- Ensure the safety and well-being of all students at the Centre.
- Ensure smooth daily operations at the centre.
- Perform any other ad-hoc projects or assignments as assigned.
Requirements & Skills:
- Ability to work 4 weekdays (1:15 pm - 9:45 pm) and 1 weekend (8:15 am - 6:45 pm).
- GCE ‘O’ Level, NITEC Certificate, Diploma, or Degree in any field.
- Proficient in MS Office (Word and Excel).
- At least 1 year of customer service-related working experience.
- Strong customer-focused personality and mindset.
- Pleasant and cheerful disposition.
- Excellent interpersonal communication skills.
Benefits:
- Variable bonus.
- Medical, Dental & Hospitalisation/Surgery benefits.
- Structured career & salary progression.
- Wide range of staff awards (long service, best rookie, most innovative, etc.).
- Attractive staff discounts for MS programmes.
- MS Gifts to Staff (Birthday, CNY, Teachers' Day, etc.).
- Employee Health Programme (In partnership with HPB).
- Waiver of fees for MS programmes (for staff serving at least 5 years).
- Free public speaking training (Mind Stretcher Toastmasters).
- On-the-job training & Structured Training.
- Free Staff Welfare events (D&D, CNY celebrations, Staff Bonding, etc.).
- Monetary incentives for Teachers & Sales Staff.
- Corporate Discounts (Telcos, Computer & Peripherals, Hotel).
- Staff/Student Referral Incentive Scheme.