全职 Admin Role G 工作, 薪水 up to SGD 800, SWIM MASTERS Islandwide (Singapore) 公司招聘中 - Ricebowl

Your current guide is a good start, but it can be upgraded into a proper operations and recruitment manual that aligns with how Swim Masters actually operates today. Below is a revised version that incorporates your customer service workflow, sales expectations, on-site operations, and career progression.

Swim Masters SingaporeAdmin 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

New staff will undergo 5 days of structured training covering:

• Company policies
• Customer service standards
• Sales process
• ************* workflow
• 3CX phone system
• Wix Dashboard
• Google Sheets Master List
• SwimSafer 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 ScheduleWork 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:

• *************
• 3CX Phone System
• Gmail
• Google Calendar
• Wix Dashboard
• Google Sheets Master List
• Jotform
• WhatsApp Business
• Stripe Payment Portal
• Internal Coach Schedule

Daily Opening Checklist (9:00 AM)

Before handling customers:

• Login to *************
• Login to 3CX
• Review missed calls
• Check overnight enquiries
• Review WhatsApp messages
• Check payment notifications
• Review Jotform registrations
• Review today's lesson schedule
• Review coach updates
• Update Master List

Target completion time:

15 minutes

Primary Responsibilities1. Customer Service

Respond professionally to enquiries received through:

• *************
• WhatsApp
• 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:

• PayNow
• 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
• SwimSafer 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
• SwimSafer progression
• Remarks and follow-up notes

Accuracy is essential.

6. SwimSafer Administration

Support SwimSafer 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 StandardsHigh Priority (Within 30 Minutes)

• New enquiries
• Booking requests
• Payment issues
• Trial lessons
• Coach absence
• Urgent cancellations
• Customer complaints

Medium Priority (Within 60 Minutes)

• Schedule changes
• SwimSafer 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 the Master List where required

Never:

• Ignore messages
• Guess class availability
• Promise refunds
• Argue with customers
• Leave conversations without follow-up

Performance KPIsKPITargetFirst Response TimeUnder 30 MinutesCustomer Satisfaction95%+Sales ConversionMonthly Target Set by ManagementMaster List Accuracy100%Payment Recording100%Booking Accuracy100%Coach Notification Accuracy100%Missed EnquiriesZeroWeekend On-Site Responsibilities

Administrators will support operations at Senja-Cashew Community Club by:

• Taking attendance
• Registering new students
• Assisting trial lessons
• Managing replacement classes
• Directing parents to correct coaches
• Coordinating student movement
• Answering parent enquiries
• Supporting lesson operations
• Reporting incidents to management
• Maintaining smooth class flow

Coaching Support

During busy sessions, administrators may assist coaches by:

• Preparing equipment
• Organising students
• Supporting beginner groups
• Assisting children with water confidence
• Monitoring student safety
• Recording attendance
• Updating lesson progress
• Communicating observations to Head Coaches

Escalation MatrixCustomer Service Administrator

Responsible for:

• Customer enquiries
• Registrations
• Scheduling
• Payments
• Attendance
• SwimSafer bookings

↓

Senior Administrator

Handles:

• Complex scheduling
• Coach coordination
• Persistent payment issues
• Operational support

↓

Head Coach Alvin

Handles:

• Coaching quality
• Student progression
• SwimSafer assessments
• Parent complaints
• Safety incidents
• Operational decisions

↓

Management

Approves:

• Refunds
• Policy exceptions
• Legal matters
• Employment decisions
• Major operational changes

Career Progression

Swim Masters believes in developing capable team members.

A Customer Service Administrator may progress to:

• Senior Customer Service Administrator
• Operations Coordinator
• Branch Coordinator
• Swim Programme Coordinator
• Operations Manager

Additional training opportunities include:

• Customer Service Excellence
• Sales & Conversion
• SwimSafer Administration
• Leadership & Team Management
• Coach Operations
• AI & Workflow Automation

Position: Attendance Taker / Swim Coordinator (Weekend)

Salary: SGD $8/hour + Overtime Pay

Typical Shift:

• Saturday & Sunday
• 3:00 PM – 6:00 PM

Responsibilities

• Record attendance accurately
• Verify student class allocation
• Monitor trial and make-up lessons
• Guide parents and students
• Support coaches during transitions
• Answer basic customer enquiries
• Maintain a safe poolside environment
• Report incidents promptly
• Assist with simple administrative tasks

Requirements

• Minimum O-Level or equivalent
• Friendly and professional communication
• Organized and detail-oriented
• Able to work weekends
• Basic Excel knowledge preferred
• Swimming knowledge is an advantage but not required

Position: Assistant Coach

Salary: SGD $15/hour

Typical Shifts:

• Saturday & Sunday
• 9:00 AM – 12:00 PM
• 3:00 PM – 6:00 PM

Responsibilities

• Assist Head Coaches during lessons
• Prepare teaching equipment
• Support beginners and water confidence training
• Reinforce coaching instructions
• Maintain student safety
• Build positive relationships with children and parents
• Assist with attendance and lesson records
• Provide feedback on student progress

Requirements

• Minimum N-Level / O-Level
• Passion for teaching children
• Good communication and teamwork
• Responsible, punctual, and safety-conscious
• Ability to swim preferred (training provided if required)
• Lifesaving, First Aid, SwimSafer, or coaching certifications are advantageous but not mandatory

Why Join Swim Masters?

At Swim Masters Singapore, we are more than a swim school—we are committed to developing confident swimmers while building a supportive and professional team. We invest in training, structured systems, and continuous improvement so every employee has the opportunity to grow alongside the organisation.

As the company expands, dedicated team members will have opportunities to take on greater responsibilities in customer service, operations, coaching support, and management. Our goal is to create clear career pathways for individuals who are passionate about helping families and delivering exceptional swimming experiences.

I recommend turning this into a complete Employee Handbook (80–120 pages) that combines:

• Company policies and HR handbook
• Customer Service SOP
• Sales Playbook with objection handling
• ************* conversation playbooks
• Coach Operations Manual
• SwimSafer Operations Manual
• Weekend Operations Manual
• Emergency & Safety Procedures
• Master List (Google Sheets) SOP
• KPI scorecards and performance review forms
• 5-day onboarding curriculum
• AI workflow guides for ChatGPT, Wix, and automation tools
• This would allow a new administrator or coordinator to become productive within their first week while ensuring consistent service standards across the entire Swim Masters team.