Senior CS Admin Executive
Job Summary
The Senior Customer Service and Admin Executive will oversee daily centre operations, ensure a welcoming environment, and manage student administration and billing. This role involves proactive handling of customer enquiries and sales leads to drive student enrolments. The position requires a candidate with strong communication skills to act as the primary point of contact for parents and students.
Responsibilities
- Manage daily centre operations and facility maintenance
- Handle customer enquiries and resolve feedback
- Oversee student administration, billing, and records
- Manage sales leads and drive student enrolments
- Provide administrative support to tutors and operations
Required Skills
- 3-5 years customer service experience
- Strong communication and interpersonal skills
- Proficiency in Microsoft Office (Excel, Word)
- Strong administrative and organizational skills
- Ability to handle difficult customers
Job Details
Job Description:
1. Centre Management & Frontline Experience
- Ensuring the centre is neat, organised, and welcoming at all times.
- Greet and engage students and parents and students in a professional manner.
- Manage pantry supply orders and coordinate with cleaning vendors.
- Take ownership of centre cleanliness and physical presentation.
2. Daily Operations & Customer Handling
- Handle enquiries via phone, text, walk-ins, and social media.
- Ensure satisfactory resolution of customer feedback and concerns.
- Manage complex or sensitive cases and escalate when necessary.
- Prepare and send communications regarding programmes, schedules, fees, and updates.
- Assist in organising events and promotional activities.
3. Student Administration, Billing & Records
- Process registrations and course enrolments accurately.
- Prepare and issue monthly invoices and manage follow-ups on payments.
4. Escalation, Reporting & Support
- Act as the first point of escalation for operational issues.
- Report regularly to the Head of Operations on admin matters.
- Support ad-hoc operational needs across departments.
5. Tutor & Academic Administrative Support
- Assist tutors with material printing and distribution of study resources.
6. Sales Lead Management
- Respond promptly to enquiries via WhatsApp, phone, and walk-ins.
- Provide clear information on programmes, fees, and trial classes.
- Schedule trial classes and execute systematic follow-up processes.
- Re-engage prospective parents and maintain accurate lead records.
- Follow up post-trial to gather feedback and facilitate enrolment.
- Provide weekly reports on lead volume and conversion rates.
Requirements:
- Minimum Diploma.
- Working hours: 4 weekdays (12.45pm to 9.15pm) + 1 weekend (Sat, 9am - 7pm).
- Passionate about customer service with 3-5 years of experience.
- Confident, tactful, and skilled in interpersonal communication.
- Meticulous, systematic, and proficient in Microsoft Office (Excel, Word).
- Strong service mindset and ability to work independently or as a team player.
- Experience in frontline customer service is a bonus.