CS Admin Team Lead

Job Description: 1. Team Leadership & Supervision • Lead, manage, and support a team of three (3) Customer Service & Admin Specialists in their daily responsibilities. • Lead regular team huddles to brief the team on updates, operational instructions, and expectations. • Allocate tasks, set priorities, and ensure all work is completed accurately and on time. • Monitor team performance, provide coaching and guidance, and ensure consistent customer service standards. • Act as the first point of escalation for administrative issues before involving the Head of Operations. • Ensure SOPs and workflows are followed, and identify opportunities for continuous improvement to increase efficiency. 2. Centre Management & Frontline Experience • Oversee daily centre operations, ensuring the centre is neat, organised, and welcoming at all times. • Greet and engage students and parents in a friendly and professional manner, while ensuring the team upholds the same service standard. • 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. 3. Daily Operations & Customer Handling • Handle customer enquiries across all channels, including phone, text, walk-ins, social media, and email. • Follow up on Sales Leads. • 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. 4. 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. • Maintain and audit student and staff records in the iEduCentre system, ensuring data accuracy through both direct input and team oversight. 5. 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, and team performance. • Support ad-hoc operational needs and assist other departments when required. 6. Tutor & Academic Administrative Support • Assist tutors with administrative matters when necessary, including the printing of class materials and mailing of study resources to students. Requirements: • Minimum Diploma. • Working hours: 4 weekdays (12.45pm to 9.15pm) + 1 weekend (Sat) (9am - 7pm). • Passionate in customer service. • 2-3 years experience in customer service. • Experience in a supervisory role will be good. • 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.