Customer Service Team Leader


Customer Service Team Leader

The Alliance Française de Sydney is currently hiring a Customer Service Team Leader

As a customer service team leader at Alliance Française Sydney, you will be responsible for the operations at the Front desk and work on several key aspects of Alliance's customer services: 

Customer service:  

  • Provide a courteous, professional and welcoming first point of contact (face to face, over the phone or by Email) to all customers, members and visitors
  • Provide accurate, relevant and timely information about the Alliance’s courses, exams, cultural events, and the media centre
  • Handle escalations and complaints from clients


  • Promote the sales of courses, exams, cultural events
  • Process payments in cash, cheque and credit cards

Team leadership: 

  • Organize the shifts and manage the front office team (2 part-time receptionists)
  • Lead, support, develop and coach members of the front desk team
  • Make decisions regarding operational issues at the Front Desk
  • Ensure the team have current knowledge of our products and services

Handling daily operations: 

  • Process data entry and updates the information system
  • Participate to regular meetings with management
  • Create, update and maintain a set of procedures regarding the various tasks relating to the front office staff
  • Coordinate room reservations for internal and external stakeholders
  • Assist with developing administrative policies and procedures
  • Oversee the private tuition allocation process
  • Coordinate bookings of school excursions to the Alliance Française
  • Facilitate the creation of courses and products for sale with the Deputy Director

To be considered for this position you must:

- Be bilingual in English and French

- Have excellent customer service skills: face to face, over the phone or by e-mail

- Be proactive, friendly, and very well organized

- Be able to multi-task and to work in a busy environment

- Have proficiency in Microsoft Office applications

Candidates should send a cover letter and resume, both in PDF format, by email  to  the attention of Philippe Ostermann, General Manager: