Customer Service Team Lead (Customer Service & Admin)

PSB Academy Pte Ltd
Singapore
SGD 60,000 - 80,000
Job description

Willing to work shift as follows:

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

(Rotating shift within the hours above, subject to 42 hours work week)

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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