Customer Engagement Specialist

AMORE FITNESS PTE. LTD.; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A leading fitness company in Singapore is hiring a Customer Engagement Specialist to enhance member satisfaction and customer experience. The role involves managing customer feedback, engaging with clients across channels, and implementing service improvements. Ideal candidates should have strong communication skills and experience in customer relations. This position offers a competitive salary, benefits, and professional growth opportunities.

Benefits

Free usage of gym facilities and fitness classes

Incentives for beauty services and products

Birthday vouchers

Medical & Wellness benefits

Career advancement opportunities

Training will be provided

Qualifications

• Strong communication and problem-solving skills with a genuine passion for customer service.
• Ability to build positive relationships across teams and with customers.
• Organized, proactive, and attentive to detail.
• Prior experience in customer relations, service quality, or hospitality will be an advantage.

Responsibilities

• Manage and respond to customer feedback, enquiries, and service recovery cases.
• Work closely with Area Managers and outlet teams to resolve member issues.
• Engage with customers across different channels to understand their experiences.
• Collect and analyse feedback to identify trends and service gaps.
• Design and conduct customer surveys to enhance understanding of the journey.
• Partner with teams to implement service enhancements.
• Prepare monthly reports on customer satisfaction levels.
• Manage the company’s Mystery Shopper Programme.

Skills

Strong communication skills

Problem-solving skills

Attention to detail

Ability to build relationships

Job description

As our Customer Engagement Specialist, you will report directly to the Head of Admin and Operations, playing an integral role as the voice of our members — ensuring every concern, enquiry, and feedback is handled with care and professionalism. You’ll work closely with our operations and outlet teams to enhance the overall customer experience and strengthen member satisfaction. We are seeking analytical, proactive and responsible individuals who take an interest and passion in the fast-growing fitness and wellness industry to build a long-term career with us. Join us and be part of a dynamic team that will add value to your learning and growth as a Customer Engagement Specialist!

Your contributions to our joint success

• Manage and respond to customer feedback, enquiries, and service recovery cases escalated to HQ within three (3) working days.
• Work closely with Area Managers and outlet teams to investigate and resolve member issues, ensuring timely follow-up and positive outcomes.
• Engage with customers across different channels — including social media and in-person feedback sessions — to understand their needs and experiences.
• Collect and analyse feedback to identify trends, service gaps, and opportunities for improvement.
• Design and conduct customer surveys and feedback initiatives to enhance understanding of the customer journey.
• Partner with outlet teams to implement service enhancements and ensure a consistent, high-quality experience across all locations.
• Prepare monthly reports and presentations summarising customer satisfaction levels, key feedback insights, and improvement actions.
• Manage and evaluate the company’s Mystery Shopper Programme to uphold service standards.
• Perform any other duties and responsibilities as assigned.

What does it take to be a Customer Engagement Specialist

• Strong communication and problem-solving skills with a genuine passion for customer service.
• Ability to build positive relationships across teams and with customers.
• Organized, proactive, and attentive to detail.
• Prior experience in customer relations, service quality, or hospitality will be an advantage.

Perks you can look forward to

• Free usage of gym facilities and fitness classes
• Incentives for beauty services and beauty care products
• Birthday vouchers
• Medical & Wellness benefits provided
• Career advancement opportunities
• Training will be provided

We offer a competitive salary and benefits package based on merit and professional advantages of a dynamic environment that supports your development and recognises your achievements.

Interested candidates are welcome to submit a detailed resume, including expected salary. For more information, please visit us at: www.amorefitness.com.

We regret that only shortlisted candidates will be notified.