Customer Service Officer

Job Responsibilities Sales & Leads Management - Confidently share information about TWC programmes with current and potential customers to achieve the centre’s sales target. - Identify customer needs and recommend the most suitable programmes to enhance their experience and satisfaction with TWC programmes. - Proactively follow up on leads, arrange trial lessons, and assist customers in signing up for programmes. - Respond to phone, email, and walk-in queries promptly and effectively. - Actively participate in marketing promotional events, campaigns and outreach efforts to boost TWC programmes’ visibility and drive enrolments. Customer Service - Deliver outstanding customer service by promptly addressing inquiries, resolving concerns efficiently, and escalating complex issues when necessary to ensure timely resolution. - Maintain a cheerful, professional demeanor in all interactions, fostering a welcoming environment where customers feel valued and supported. - Actively listen to customer feedback and share valuable insights with the team to help improve our service offerings and delivery. - Stay well-informed on the latest programmes and marketing updates to provide accurate and up-to-date information to the customers. - Go the extra mile to make sure customers are satisfied and their needs are fully met. Administrative Support - Utilise company tools and systems to manage and track customer interactions, ensuring accuracy and timely responses. - Maintain organised, accurate, and up-to-date records of customer interactions, follow-ups, key activities, and relevant data. - Handle day-to-day administrative duties, such as scheduling student classes, managing enrolments, processing invoices, and ensuring accurate registration and enrolment data. - Collaborate with team members to streamline processes and contribute to the continuous improvement of administrative efficiency. - Provide assistance to teachers and students as needed, ensuring a positive experience for all. - Other duties associated with the role and assigned by the line manager. Work Hours - Structured 5-day workweek, including one weekend day. - Weekdays: 12:30 PM to 9:30 PM (inclusive of a one-hour meal break). - Saturday or Sunday: 8:30 AM to 6:30 PM (inclusive of a one-hour meal break). - Days Off: One weekday and one weekend off each week. - Participate in an engaging, collaborative 2-hour team meeting each week. Job Requirements - Minimum GCE 'O' levels qualifications. - At least 1 year of experience in customer service-related roles, preferably in an enrichment or education-related setting. - Proficiency in using MacBook and G-Suite applications (e.g., Drive, Gmail, Docs, and Sheets). - Strong communication skills in English, both spoken and written, with keen attention to detail. - Sales experience or a proven track record of meeting sales targets is an advantage. - Demonstrated excellence in customer service with the ability to handle customer needs effectively and efficiently. - Demonstrates strong work ethics, including integrity, professionalism, and a commitment to excellence. - Positive, approachable, and professional demeanor with excellent listening skills. - Ability to work independently while also thriving in a collaborative team environment. - Flexibility and willingness to work at different centers based on operational needs.