Admin & Customer Service Officer (Tuition Centre)

Role Summary

We are looking for an articulate and personable individual to be the face and voice of our tuition centre. Unlike a pure administrative role, this position requires a confident communicator who can build trust with parents, address concerns, and liaise professionally with teachers and external partners.

Key Responsibilities

1. Parent & Stakeholder Communication (Core Focus)

• Serve as the primary point of contact for parents, explaining curriculum details, class progress, and fee structures clearly and empathetically.
• Conduct parent orientation sessions and handle difficult conversations (e.g., academic underperformance, schedule changes) with professionalism.
• Liaise between teachers and parents, relaying feedback on student progress or behavioural issues.
• Communicate with school partners and external vendors as needed.

2. Front Desk & Administrative Operations

• Manage class enrolment, scheduling, attendance tracking, and fee collection.
• Maintain accurate student records and centre databases.
• Oversee daily centre operations (classroom setup, inventory of materials, facility tidiness).
• Process payments, issue receipts, and follow up on outstanding fees.

3. Customer Service & Issue Resolution

• Address walk-in and phone inquiries about programmes, schedules, and fees.
• Proactively identify and resolve parent concerns before they escalate.
• Assist students during transition times (e.g., dismissal, late pickup) with patience.

Competencies & Requirements

Essential:

• Articulation: Excellent spoken and written English (and/or the local language of instruction). Able to explain complex policies simply and confidently.
• Stakeholder Management: Proven ability to speak persuasively and calmly with parents, teachers, and management – including handling complaints without defensiveness.
• Organisational Skills: Ability to multitask in a fast-paced environment (phone, walk-ins, admin tasks).
• Tech Proficiency: Comfortable with scheduling software, basic spreadsheets, and messaging platforms like WhatsApp or Parent Portal apps.
• Minimum: GCE O-level/ A-level and Diploma 
• Experience: 1–2 years in a customer-facing role (education, retail, or hospitality). Fresh graduates with strong communication skills are welcome to apply.

Preferred:

• Prior work in a tuition centre, enrichment school, or preschool.
• Basic knowledge of the local education system (e.g., PSLE, O/A-Levels, or equivalent).

Personal Attributes

• Approachable & patient – especially with anxious parents or young children.
• Diplomatic – can say “no” (e.g., to refund requests or schedule changes) while preserving the relationship.
• Proactive – anticipates questions and prepares answers before parents ask.
• Resilient – remains composed during peak hours or when handling complaints.

Working Conditions

• Monday – Friday (1pm-9:30pm), Saturday (8:30pm – 3:30pm)
• This role is not remote – it requires physical presence at the front desk.