Customer Service Team Lead (Customer Service & Admin)
2 days ago
Willing to work shift as follows:
Monday to Friday: 8am to 4.15pm/10.45am to 8pm
Saturday: 8.30am to 5.30pm
(Rotating shift within the hours abo..
Willing to work shift as follows:
- Monday to Friday: 8am to 4.15pm/10.45am to 8pm
- Saturday: 8.30am to 5.30pm
(Rotating shift within the hours above, subject to 42 hours work week)
Leadership and Supervision:
- Manage the daily operations of the reception desk, ensuring smooth and professional service.
- Provide guidance, training, and mentoring to receptionists to ensure high standards of customer service.
- Assign tasks, manage schedules, and oversee the performance of the reception team.
- Handle conflicts or issues that arise with students, staff, or visitors and escalate to management when necessary.
- Manage a team of part-timers
Customer Service:
- Greet and assist visitors, ensuring a welcoming and professional atmosphere.
- Address customer inquiries, both in person and over the phone, and direct them to the appropriate department or individual.
- Ensure that all visitors are properly logged in and escorted as necessary.
- Manage lost & found, assist on receiving deliveries e.g. stationeries, A4 copier papers etc.
- Top up papers in students’ self-printing area and assist students if there is any error arise.
- Check whiteboard markers and ensure the facilities team replace markers and dusters in all classrooms, student breakout areas, conference and meeting rooms.
Administrative Support:
- Coordinate front desk activities, including distributing correspondence, managing incoming and outgoing mail, and processing deliveries.
- Maintain an organized and presentable reception area.
- Monitor and order office supplies, manage lost & found, booking of discussion rooms.
Communication:
- Serve as a liaison between the reception team and management to relay any issues, concerns, or needs.
- Ensure that all relevant information is effectively communicated to the team and across departments.
- Maintain accurate records and logs related to front desk operations.
Problem Solving:
- Troubleshoot any issues that arise at the reception area, such as technical problems with phone lines or visitor concerns.
Requirements
- Diploma in Customer Service or relevant
- Experience with front counter duties and customer service
- At least 6 years of relevant working experience
- Proven experience as a receptionist, front desk representative, or in a similar role.
- Previous experience in a supervisory or team lead position is preferred.
- Pleasant disposition, excellent communication and interpersonal skills.
- Strong organizational and multitasking abilities.
- Proficiency in office management software (e.g., MS Office).
- Ability to remain professional and calm under pressure.
- Warm and approachable personality.
- Student-centric customer service approach to delivering excellent service attitude.
- Able to work well with diverse teams and handle conflicts effectively.
- Time management skills with the ability to prioritise tasks
- Prior relevant experience in education industry will be advantageous.
- Able to start work immediately is advantageous.
We regret to inform you that only shortlisted candidates will be notified.
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