Admin G Job Singapore,Customer Service/HelpDesk

Position: Admin Role G

Swim Masters Singapore Admin Role Guide & Job Description

Version: 2026

Position

Customer Service Administrator (Work From Home)

Students, homemakers, career switchers, and individuals with strong customer service skills are welcome to apply.

The Customer Service Administrator is responsible for managing customer enquiries, converting leads into students, coordinating class schedules, maintaining accurate records, and supporting the daily operations of Swim Masters Singapore.

The role combines customer service, sales, administration, and operations coordination to ensure every family enjoys a professional and seamless experience.

Employment Type

Monthly Contract

Renewable Month-to-Month based on performance

Salary

Monthly Salary

SGD $800-$900

Performance bonuses and future salary progression are available based on:

Sales conversion
Customer service quality
Attendance
Accuracy
Initiative
Reliability
Training

Training

New staff will undergo 5 days of structured training covering:

Company policies
Customer service standards
Sales process
respond.io workflow
3CX phone system
Wix Dashboard
Google Sheets Master List
Swim Safer procedures
Scheduling
Payment collection
Coach coordination

Training is unpaid.

Upon successful completion of 3 months of continuous service , the full 5 training days will be reimbursed.

Work Schedule

Work From Home

4 Weekdays

9:00 AM - 6:00 PM

Weekend On-Site

1 Weekend Shift

Senja-Cashew Community Club (Bukit Panjang)

Equipment Requirements

Applicants must have:

Laptop or Desktop Computer
Stable Internet Connection
Quiet Working Environment
Mobile Phone
Basic Microsoft Excel / Google Sheets knowledge

Systems Used Daily

Every administrator will work with:

respond.io
3CX Phone System
Gmail
Google Calendar
Wix Dashboard
Google Sheets Master List
Jotform
Whats App Business
Stripe Payment Portal
Internal Coach Schedule

Daily Opening Checklist (9:00 AM)

Login to respond.io
Login to 3CX
Review missed calls
Check overnight enquiries
Review Whats App messages
Check payment notifications
Review Jotform registrations
Review today's lesson schedule
Review coach updates
Update Master List

Target completion time: 15 minutes

Primary Responsibilities

1. Customer Service
Respond professionally to enquiries received through:
respond.io
Whats App
Phone Calls (3CX)
Website Forms
Email
Determine:
Adult or Child
Private or Group
Swimming experience
Preferred location
Preferred schedule
Suitable coach
Recommend the most suitable class based on availability.
2. Sales & Registration

Your role is not only customer service-you are expected to convert enquiries into confirmed students.

Responsibilities include:

Explaining lesson options
Presenting pricing packages
Handling objections professionally
Recommending suitable schedules
Sending registration links
Following up pending enquiries
Closing sales promptly
Every enquiry should progress towards registration whenever possible.
3. Payment Administration
Monitor incoming payments through:
Pay Now
Bank Transfer
Stripe Website Payments
After payment:
Verify payment
Update Master List
Confirm lesson booking
Notify assigned coach
Send welcome information
4. Scheduling & Operations
Coordinate:
Student bookings
Coach assignments
Replacement lessons
Trial lessons
Make-up lessons
Class transfers
Swim Safer preparation
Never promise availability before checking the latest schedule.
5. Master List Management
Maintain accurate records including:
Student details
Parent contact information
Lesson schedules
Coach assignments
Attendance
Payment status
Trial lessons
Swim Safer progression
Remarks and follow-up notes
Accuracy is essential.
6. Swim Safer Administration
Support Swim Safer operations by:
Checking coach recommendations
Advising suitable test stages
Sending assessment forms
Providing booking links
Confirming registrations
Recording bookings
Following up on test readiness

Customer Response Standards

High Priority (Within 30 Minutes):
New enquiries
Booking requests
Payment issues
Trial lessons
Coach absence
Urgent cancellations
medium Priority (Within 60 Minutes):
Schedule changes
Swim Safer enquiries
Package enquiries
Equipment enquiries
Progression questions
Standard Priority (Within 90 Minutes):
Receipts
Invoices
General information
Marketing enquiries
Administrative requests

Customer Service Standards

Every conversation should:
Be polite and professional
Use the customer's name
Address all questions clearly
Confirm important details
End with a clear next step
Be recorded in t

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