Customer Service Officer
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Key skills for this role
About the Role
Customer Service & Front Desk Greet all students, members, and potential members when they enter the lobby and assist visitors in a timely manner. Manage telephone calls profess.
Key Skills for This Role
Full Job Posting
• Customer Service & Front Desk
- Greet all students, members, and potential members when they enter the lobby and assist visitors in a timely manner.
- Manage telephone calls professionally, take and relay messages, redirect calls to appropriate staff, and respond to enquiries about the company and its services.
- Manage WhatsApp messages and enquiries efficiently, document requests, confirm orders, and respond to customer questions.
- Maintain a visitor registry and ensure accurate records.
- Respond to customer enquiries regarding products, services, special offers, billing policies, and other customer service-related matters in person, via phone, email, or messaging platforms.
- Effectively communicate member or operational issues to the appropriate staff.
Administrative & Operational Support
- Organize and maintain files, records, and updated documents including guest and external instructor profiles.
- Oversee sorting and distribution of incoming mail and prepare outgoing mail, packages, and envelopes.
- Maintain records of staff movement within the premises to ensure calls and visitors are directed appropriately.
- Manage meeting rooms including scheduling, preparation, and ensuring cleanliness and readiness.
- Maintain office inventories including stationery, consumables, and front desk supplies.
- Perform clerical and administrative support such as photocopying, filing, typing, and data entry as directed by the Line Manager.
- Record meeting minutes when required.
Membership, Sales & System Management
- Process payments for memberships, classes, and retail sales.
- Organize bookkeeping documentation and issue invoices to customers.
- Manage equipment reservations for members.
- Maintain accurate membership and class records in the Customer Relationship Management (CRM) system.
- Oversee sales of on-site storage and office rentals.
Facilities & Operations Support
- Ensure a safe environment by understanding and enforcing makerspace rules and policies.
- Prepare class materials for instructors and support them during classes when required.
- Maintain a clean and organized front desk, retail lobby, kitchen, and break areas.
- Manage retail area operations including inventory, ordering, and merchandising.
- Assist facilities staff with shop tours when required.
- Complete daily shift checklists and end-of-shift reports.
- Support operations at third-party premises when required.
- Operate office equipment such as printers, photocopiers, POS machines, and lamination machines.
- Perform any other duties assigned by the Direct Manager.
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