Team Leader

The Write Connection (TWC) specialises in English and Writing classes for primary and secondary level students. We comprise over 100 professionals dedicated to one mission:
to nurture generations of critical yet compassionate thinkers. We are committed to delivering first-class and well-rounded English enrichment to our customers.

We are looking for Customer Service Team Leaders responsible for overseeing the efficient operation of our customer service team. You will ensure exceptional customer service delivery while contributing to the achievement of center targets and strategic objectives. This role demands a blend of customer-focused leadership and operational management to maintain high service standards and drive continuous improvement initiatives.

Job Responsibilities

• Deliver exceptional customer service and support, addressing inquiries, issues, and escalations promptly and effectively.
  
• Lead and motivate a team of customer service officers, ensuring adherence to service standards and achievement of enrolment targets.
  
• Execute strategic plans aligned with organizational objectives to achieve performance targets and elevate customer satisfaction.
  
• Resolve customer inquiries, issues, and escalations promptly and effectively, utilizing available tools and resources.
  
• Monitor center performance metrics, analyze trends, and identify areas for improvement to optimize service delivery.
  
• Collaborate with cross-functional teams to implement process improvements and enhance operational efficiency.
  
• Provide coaching, training, and feedback to team members to enhance their skills and performance.
  
• Maintain open communication channels with stakeholders, including management and customers, to address concerns and share insights.
  
• Ensure compliance with company policies, procedures, and regulatory requirements.
  
• Duties associated with your role as a Team Leader.
  

Work Hours

As a Customer Service Team Leader, you'll enjoy a 5-day work week, including a weekend. Here's what your typical week looks like:

• Weekdays:
  12.30pm to 9.30pm (inclusive of one-hour meal break)
  
• Saturday or Sunday:
  8.30am to 6.30pm (inclusive of one-hour meal break)
  
• You'll have one weekday off and one weekend off each week
  
• Weekly team meeting weekly to brainstorm and collaborate on enhancing operational efficiency and customer experience.
  

Job Requirements

• Diploma or degree in any discipline
  
• Min. 3 years experience in the industry. Management experience preferred.
  
• Strong sales and customer relationship management skills.
  
• Excellent communication and interpersonal abilities.
  
• Demonstrated ability to lead and inspire a team to achieve common goals.
  
• Able to work independently to resolve problems
  
• A passion for education and commitment to delivering outstanding service.
  
• Results-oriented mindset
  

What we offer:

• Competitive salary package.
  
• Performance-based incentives.
  
• Opportunities for professional growth and advancement.
  
• You will work in a dynamic and supportive environment that values innovation, collaboration, and a commitment to excellence in education.
  

Staff Benefits:

• Comprehensive Medical and, Dental benefits
  
• Birthday and Marriage leave
  
• Flexi Leave upon 1 year of service
  
• Fully-stocked Pantry
  
• Monthly Birthday celebration
  
• Team Bonding Activities
  
• Exclusive Staff discount for TWC lessons (50% off course fee for children of staff)
  
• Exclusive Staff discounts with various participating merchants