Customer Care Executive

Role Purpose

To provide excellent customer and administrative support services at Lorna Whiston Student Care, Marine Parade Singapore.

Role Responsibilities

Customer Service

• Maintain a sound knowledge of LW Student Care/ Enrichment operations to support with general enquiries

• Provide exceptional customer service and ensuring all enquiries via telephone, Student Management System chat, email and face-to-face are acknowledged and answered with speed and professionalism

• Develop strong working relationships with LW Student Care Teachers, General Manager and Admissions Manager to support with the customer journey

• Proactively approach any potential customers or existing customers who look like they need support

Student Administration

• Enrol new students into the Enrichment Student Administration System, terminate those who withdraw, update records, prepare invoices, do credit memos for transferring of fees from one class to another for change of lesson day / time

• Arrange replacement Enrichment classes, follow up on trial class arrangements for both LW Student Care and LW Enrichment, and ensure that documentation is full completed (vacancy lists, emails, any spreadsheets relating to the process), affected teachers are updated and follow-ups are documented

• Follow up on course fees on a termly basis by issuing invoices no later than Week 7 of every term

• Contact parents on student absentees when informed by teachers or remind parents of Student Care to put in a leave application

• Prepare class registers for Student Care and Enrichment classes, including for Lorna Whiston Student Care vendors

• Follow up on independent dismissal requests with issuing a dismissal card for those Enrichment students

• Conduct annual re-registration exercise for existing students to ensure smooth transition into a new year

• Liaise with the General Manager on Parent Teacher Meetings/ Sharing Sessions for Enrichment and communication with parents

• Assist with logistic matters for centre activities e.g. Open Days

• Maintain cleanliness and tidiness in the centre at all times

• Check on maintenance of water dispenser, copier, computers, and other equipment

• Conduct stock take and ordering of stationery and pantry items while keeping an eye on expenses

Centre Support

• Continue to support with the meet and greet of students and the check-in for Student Care students

• Continue to support with food collection as delegated by the Student Care General Manager

• Support the Student Care General Manager on the ground with supervising students in their classrooms and supporting with homework tasks as and when needed

• Any other duties that may be assigned from time to time

• Support General Manager, Headteachers, Head of Schools to source for supply teachers when a teacher is on medical or hospitalisation leave

Role Information

Reports to: Student Care General Manager/ Head of Schools

Contracted Hours:

40 hours a week

5-day work week (Monday to Friday)

10.00am to 7.00pm on weekday

Location: Lorna Whiston Schools, Marine Parade