Customer Service Officer
Job Summary
The Customer Service Officer acts as the first point of contact for students and parents, delivering exceptional service and product information. This role involves managing sales leads, providing administrative support, and ensuring customer satisfaction in a dynamic educational environment. You will work across multiple locations to provide personalised support and contribute to a collaborative team atmosphere.
Responsibilities
- Manage sales leads and student enrolments
- Provide exceptional customer service and support
- Handle daily administrative and scheduling tasks
- Participate in marketing and outreach campaigns
- Collaborate with team to improve service delivery
Required Skills
- GCE 'O' levels minimum
- 1+ year customer service experience
- Proficiency in MacBook and G-Suite
- Strong English communication skills
- Sales and target-driven mindset
Job Details
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.
- 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.
- Maintain a cheerful, professional demeanor in all interactions, fostering a welcoming environment.
- Actively listen to customer feedback and share valuable insights with the team to help improve service offerings.
- Stay well-informed on the latest programmes and marketing updates to provide accurate information.
- Go the extra mile to ensure customer needs are fully met.
Administrative Support:
- Utilise company tools and systems to manage and track customer interactions accurately.
- Maintain organised and up-to-date records of customer interactions, follow-ups, and key activities.
- Handle daily duties such as scheduling student classes, managing enrolments, processing invoices, and ensuring accurate data entry.
- Collaborate with team members to streamline processes and improve administrative efficiency.
- Provide assistance to teachers and students as needed.
Work Hours:
- Structured 5-day workweek, including one weekend day.
- 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: One weekday and one weekend off each week.
- Participate in an engaging, collaborative 2-hour team meeting each week.
Job Requirements:
- Minimum GCE 'O' levels qualifications.
- At least 1 year of experience in customer service-related roles, preferably in education.
- Proficiency in using MacBook and G-Suite applications (Drive, Gmail, Docs, Sheets).
- Strong communication skills in English, both spoken and written, with attention to detail.
- 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.
- Strong work ethics, integrity, professionalism, and commitment to excellence.
- Positive, approachable demeanor with excellent listening skills.
- Ability to work independently and in a collaborative team environment.
- Flexibility to work at different centers based on operational needs.