Customer Service Supervisor

2 weeks ago


Singapore UNITED LANGUAGE CENTRE PTE. LTD. Full time
**Are you an experienced customer service professional or a recent graduate with a passion for growth, seeking an opportunity to lead and excel in the education sector? Are you driven by the prospect of managing a team, nurturing client relationships, and supporting a dynamic sales force? If so, United Language Centre (ULC), a renowned language institution and expat community hub in Singapore, invites you to join us as a dedicated Customer Service Supervisor.


As a Customer Service Supervisor at ULC, you will oversee our customer service team and report directly to the Operations / Centre Manager.

Your role will be instrumental in ensuring smooth operations, delivering exceptional service to our students and educators, and upholding our commitment to excellence.


Responsibilities:

  • Supervise and mentor the customer service team, ensuring adherence to service standards and protocols.
  • Collaborate with teachers and the sales team to optimize customer experiences and achieve sales targets.
  • Manage student accounts, including credits, packages, and progress tracking.
  • Represent ULC professionally in all customer interactions, embodying our values and mission.
  • Coordinate scheduling of private lessons, handling bookings, rescheduling, and instructor assignments.
  • Facilitate communication among students, parents, educators, and sales team via WhatsApp groups.
  • Generate monthly reports on credit usage and identify opportunities for renewal and retention.
  • Implement and maintain efficient workflows and systems to streamline customer service operations.
  • Address customer inquiries, concerns, and escalations promptly and effectively.
  • Stay updated on industry trends and customer feedback to drive continuous improvement initiatives.
  • Undertake such other duties as may be assigned.

Requirements:

  • Proven experience in a customer service role, preferably within the education or language training sector. Leadership experience is a plus.
  • Strong communication and interpersonal skills, with the ability to connect with diverse stakeholders.
  • Exceptional organizational abilities, capable of managing multiple tasks and priorities effectively.
  • Selfmotivated and dedicated, with a passion for enhancing customer experiences and achieving results.
  • Collaborative mindset, able to work well within a team and across departments.
  • Proficiency in English, with additional language skills considered advantageous.
  • Familiarity with CRM systems, such as HubSpot, is preferred
  • Ability to work effectively under pressure and meet deadlines. Flexibility to work evenings and weekends as required.

What we offer:

  • Competitive salary range of SGD 2900 to SGD 3200, inclusive of incentives and allowances.
  • Opportunities for career advancement and professional growth within our expanding organization.
  • Ongoing training and development programs tailored to enhance your leadership and customer service skills.
  • Supportive and collaborative work environment, promoting teamwork and knowledge sharing. The chance to make a meaningful impact on students' lives and contribute to their language learning journey.


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