At Write Edge, we specialise in providing high-quality English and Writing tuition classes for Primary and Secondary school students in Singapore.
The English enrichment centre was founded in 2014 with a vision to deliver exceptionally effective lessons that help to build a strong foundation in the English language and nurture writing skills in young students.
From just 12 students and 1 branch in Lorong Ah Soo, Singapore, Write Edge has since expanded to 8 physical branches and has online presence in both Singapore and Malaysia.
With decades of combined teaching, curriculum and education management experience, we’ve got a well-seasoned team at the helm. We work very hard to help our students have the best experience at Write Edge and take great pride in what we do.
Our Vision: To be Singapore's Leading English and Writing Enrichment Specialist
Our Mission: To make the Mastery of English and Writing possible for every student
http://write-edge.com/careers
As a Customer Support Manager at Write Edge, you will play a pivotal role in overseeing and optimising the performance of our customer support and operations teams within the education industry. You are expected to excel in delivering exceptional student experiences and providing leadership to multiple teams. This is a hands-on role and you will be required to be physically present at the centres.
Responsibilities:
- Team Leadership: Provide strong leadership to the Customer Support and Customer Operations teams, overseeing daily operations and fostering a collaborative and high-performance work environment.
- Process Optimisation: Identify opportunities for process improvement and implement strategies to enhance efficiency and effectiveness across both departments.
- Strategic Planning: Develop and execute strategic plans to align support and operations with organizational goals, including customer experience enhancement and operational excellence.
- Cross-Functional Collaboration: Actively collaborate with cross-functional teams to ensure seamless customer experiences and align support operations with other departments.
- Performance Management: Monitor and manage key performance indicators (KPIs) and metrics to track departmental performance and ensure objectives are met.
- Conflict Resolution: Address and resolve escalated customer issues and operational challenges, ensuring timely resolution and high customer satisfaction.
- Resource Management: Allocate and manage departmental resources effectively to meet service level agreements (SLAs) and customer support requirements.
Skills:
- Exceptional analytical and problem-solving skills
- Strong cross-functional collaboration abilities
- Effective communication and presentation skills
- Leadership and strategic thinking
- Strong Vendor negotiation and management skills
Attributes:
- Strategic thinker with a keen eye for detail.
- Data-driven and analytical mindset.
- Influential communicator and team player.
- Adaptive and open to change.
- Results-oriented and customer-focused.
- Passion for taking ownership of projects in the education industry.
- Proactive in identifying and implementing solutions to challenges.
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- Company:
Write Edge - Designation:
Customer Support Manager - Profession:
Customer Service / Communications - Industry:
Public Service / Education / Publishing