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.
- Self-motivated 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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