Front Desk Team Lead
4 days ago
Academia is looking for a full-time Front Desk Team Lead who enjoys working with students and their parents, and is dedicated to providing an excellent customer service experience.
**Responsibilities**:
- Provide general front desk assistance to walk-in students and parents
- Respond to phone and online queries about classes, replacement lessons, teachers, curriculum, and policies
- Assist students and parents with registration and scheduling changes by inputting changes into the student database
- Assist students and parents with invoicing and payment via credit card or bank transfer
- Handle and resolve special requests and complaints in a professional manner, escalating to management where necessary
- Manage a team of Front Desk Executives, ensuring the front desk is always sufficiently staffed, particularly when staff are on annual or urgent medical leave
- Interviewing, hiring, and onboarding new Front Desk staff when needed
- Ensuring an excellent client service experience by observing all aspects of the client service experience, developing training processes for staff, and providing feedback to management
- Provide administrative support to teachers when required, including printing, photocopying, and scanning
- Perform any other duties as required and assigned by Management
**Requirements**:
- Fluent in English and Mandarin (to provide clear explanations for both English and Mandarin speaking clients)
- Past experience in front-facing customer service is a strong plus
- Full-time: 3 weekdays (9.30am to 7.30pm) + 2 weekends (9am to 7pm)
- Salary: $3,200 to $4,000
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