Job Description & Requirements:
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:
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.
Please note that only shortlisted candidates will be contacted. We appreciate your understanding.
United Language Centre is an equal opportunity employer. We value diversity and believe that a diverse workforce strengthens our organization.
We look forward to receiving your application!
