Customer Service Team Lead

3 days ago

Singapore PSB ACADEMY PTE. LTD. Full time

**Willing to work shift as follows**:

- Monday to Friday: 8am to 4.15pm/10.45am to 8pm
- Saturday: 8.30am to 5.30pm

**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.

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