Customer Experience Executive

AUREUS (HOUGANG 1) PTE. LTD.; Singapore; On-site; SGD 30,000 - 45,000; Full time

Benefits offered by this job

Medical and Insurance Coverage

Annual Leave & Sick Leave

In-House Learning & Training

Career Development Opportunities

Complimentary Music Lessons

Vibrant Company Culture

IT Equipment Provided

Job summary

Aureus Academy, part of the Aureus Group, invites applications for a customer service professional in Singapore. The role emphasizes delivering exceptional service, handling inquiries, and ensuring smooth daily operations across bookings, trials, and communications.

Ideal candidates bring 2–3 years in customer service, strong English, and a proactive, extroverted attitude. The position supports a vibrant, growth-minded centre and offers opportunities for development within a leading creative

Qualifications

• 2–3 years in customer service or related field.
• Ability to work retail hours, including weekends.
• Strong adaptability and leadership qualities.
• Excellent written and spoken English; bilingual is a plus.

Responsibilities

• Maintain high standard of customer service by addressing inquiries and booking trials.
• Adapt quickly in a fast-paced environment while delivering results.
• Communicate transparently across channels and align with core values.
• Support growth within the centre and minimize student turnover.
• Collaborate with Centre Team and management to meet SLAs and operate smoothly.
• Handle emails, WhatsApp, and phone inquiries; assist with audits and ad-hoc tasks.
• Contribute to customer satisfaction metrics such as NPS.

Skills

Customer service

Communication skills

English proficiency

Job description

Roles & Responsibilities

About Aureus Group

Established in September 2013, Aureus Academy is Singapore’s leading music school with over 18,000 students enrolled in our school. Aureus Academy specializes in providing individually tailored piano lessons, violin lessons, drum lessons, voice lessons, and more to students of all ages and abilities.

Aureus has transformed a traditional brick-and-mortar service into a cutting-edge business featured in Forbes, Business Times, Straits Times, and Channel News Asia. Aureus Group, the parent company of Aureus Academy, has been ranked 4th in the “Singapore’s Fastest Growing Companies” survey conducted by The Straits Times and Germany-based global research firm Statista.

Company Mission/Vision

The Aureus Group’s Mission/Vision is to become the undisputed leader of Creative Arts Education globally by Sep 2025 and to make Aureus the first brand/activity of choice in any market or segment we operate in.

About the Role

To deliver exceptional customer service in a dynamic and fast-paced environment, ensuring effective communication, operational excellence, and customer satisfaction. By fostering teamwork, embracing adaptability, and committing to personal and professional growth, this role aims to support the sustained success of the centre while minimizing student turnover and achieving high-calibre client and stakeholder engagement.

Job Responsibilities:

1. Customer Service Excellence: Ensure a consistently high standard of customer service by addressing inquiries, booking trials, resolving issues, and fostering positive customer interactions.
2. Adaptability in a Fast-Paced Environment: Thrive in a fast-paced company environment, demonstrating the ability to adapt to changing circumstances while maintaining a high level of performance.
3. Communication and Transparency: Ensuring consistent and aligned communications with the company’s core values across all channels. Proactively communicate any issues or potential concerns to the management team to foster a collaborative and responsive approach.
4. Long-Term Growth Opportunities: Demonstrate a commitment to personal and professional growth, actively seeking and seizing opportunities for advancement within the company.
5. Team Collaboration: Support the Centre Team and Director, Manager, or Assistant Manager in achieving sustained growth by fostering teamwork, enhancing customer service, and minimizing student turnover.
6. Operational Performance: Achieve high-calibre responses from clientele Email/WhatsApp inquiries and phone calls, within internally assigned Service-Level Agreements (SLAs). Assist and attend to requests/inquiries from internal stakeholders (including teachers), within internally assigned SLAs. Ensure smooth opening, operating, and closing procedures for the assigned centre(s). Assist with regular centre, studio, and inventory audits as well as any other ad-hoc operationally related tasks.
7. Customer Satisfaction: Boost customer happiness and satisfaction, measured by net promoter scores (NPS) scores.
8. Ad-Hoc: Performing and fulfilling additional duties as assigned by the Management.

Hiring Criteria:

• At least 2-3 years’ experience in the customer service field
• Must be available to work retail hours and on both weekends
• Strong sense of adaptability and leadership
• Strong proficiency in written and spoken English (Being bilingual/trilingual would be an advantage)
• Goal-driven individuals with the ability to focus and prioritise tasks that drive the growth of the centre
• Positive, extroverted, and outgoing personality with the passion for customer service

Perks and Packages:

• Medical and Insurance Coverage
• Worklife and Wellness including 14 days of Annual Leaves and Sick Leaves
• In-House Learning, Development, and Training are provided
• Professional Career Development Opportunities
• Complimentary Music Lessons
• Vibrant and Supportive Company Culture
• Work Equipment including IT Devices is provided