Responsibilities:

• Ensures delivery of key Service Level Agreement (SLA) with customers in a fast-growing sector, including managing operations in accordance with the DSC demands
• Reviews monthly internal quality performance with internal stakeholders and suggest solutions to drive operational excellence
• Frequently reviews, aligns, and keeps immediate Superior updated with information on quality related matters and Standard Operating Procedures (SOP)
• Undertakes the responsibilities on updating of SOP and Work Instructions (WI)
• Takes the lead to draft and apply Problem Solving Approach with the relevant stakeholders, such as Operations Leaders and Operational Staff, for any customer’s feedback and related matters
• Undertake the responsibility to streamline billing procedures to ensure timely and accurate submission of department’s invoices for billing
• Coordinates the review and improvement of business and quality processes by adding value to DHL services
• Maintains a high-performance service culture within the functional team.
• Coordinates, plans, organizes, and directs in an efficient and effective manner to the relevant stakeholders

Requirements:

• GCE "N"/"O"/"A" Levels, NITEC/Diploma in Logistics / Supply Chain Management or equivalent
• 1 to 2 years of relevant experience
• Good business writing and interpersonal skills
• Computer literate in MS Office Suite

Work Arrangement

• Work Hours: Wednesday - Saturday, shift work available and to be discussed

• Work Hours: Sunday, full shift required (8.30am - 6.30pm)

• Location: Oasis Terraces

• Commitment: 3 months and above

• Hourly Rate: $12 - $15 / hr

Job Description

• Handle all walk-ins, phone and online enquiries in a professional and customer-oriented manner

• Handle registration, student movements (transfers / withdrawals) and payment collection in accordance with the centre's SOPs

• Actively promote and upsell programmes to both prospective and existing customers

• Attend to customers' needs and enquiries in a prompt and service-oriented manner

• Maintain an updated record of customer interactions, including inquiries, feedback and complaints

• Escalate unresolved customers' feedbacks and grievances promptly to the Centre Manager or Management

• Provide support and assistance to teachers and students whenever required

• Maintain a strong communication link between teachers and parents to ensure a seamless client experience

• Assist in other adhoc duties as assigned

Job Requirements

• Strong proficiency in spoken and written English

• Possess emotional maturity and passion for customer service

• Good team player with ability to work with minimal supervision

• Able to work shift hours and at least one weekend (Sundays full shift)