Customer Experience Executive

Aureus Academy; Singapore; On-site; SGD 33,480 - 35,712; Full time

Benefits offered by this job

Gross salary SGD 3,000–3,200

Medical and insurance coverage

14 days annual leave

In‑house learning and training

Career development opportunities

Vibrant company culture

IT equipment provided

Job summary

Aureus Group in Singapore is hiring a Customer Experience Executive to deliver premium service, handle inquiries, book trials, and support operations in a fast-paced centre. This full-time role requires strong English communication and a commitment to customer satisfaction, teamwork, and professional growth.

Join a growing music education group with opportunities for career development and a vibrant company culture, including in-house training and staff benefits.

Qualifications

• At least 2–3 years’ experience in the customer service field.
• Must be available to work retail hours and on both weekends.
• Strong proficiency in written and spoken English.

Responsibilities

• Customer Service Excellence: address inquiries, book trials, resolve issues, and foster positive interactions.
• Adaptability in a fast-paced environment: thrive in a changing environment while maintaining high performance.
• Communication and transparency: ensure aligned communications across channels and escalate issues to management when needed.
• Long-term growth opportunities: pursue personal and professional growth and advancement within the company.
• Team collaboration: support centre team and leadership to drive growth and reduce turnover.
• Operational performance: respond via email/WhatsApp/phone within SLAs; assist internal requests; ensure opening, closing, audits.
• Customer satisfaction: improve happiness and NPS scores.
• Ad-hoc: perform additional duties as assigned by management.

Job description

Customer Experience Executive

Deliver top‑notch service, handle inquiries, support operations, and foster teamwork in a fast‑paced environment. Grow with us and make an impact!

Full‑time

Singapore

Centre Management

About Aureus Group

Founded in September 2013, the Aureus Group has revolutionised music education in Singapore. As the fastest‑growing music school chain, its innovative business model and dedication to transformative musical experiences have earned it significant acclaim, featuring in Forbes, Business Times, and Channel News Asia. The group achieved a fourth‑place ranking in “Singapore’s Fastest Growing Companies” survey, cementing its position as an industry pioneer.

Mission of the Position

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 supports the sustained success of the centre while minimizing student turnover and achieving high‑calibre client and stakeholder engagement.

Job Responsibilities

• Customer Service Excellence: Ensure a consistently high standard of service by addressing inquiries, booking trials, resolving issues, and fostering positive interactions.
• 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.
• Communication and Transparency: Ensure consistent and aligned communications with the company’s core values across all channels. Proactively communicate any issues or potential concerns to management to foster a collaborative and responsive approach.
• Long‑Term Growth Opportunities: Demonstrate a commitment to personal and professional growth, actively seeking and seizing opportunities for advancement within the company.
• Team Collaboration: Support the centre team and director, manager, or assistant manager in achieving sustained growth by fostering teamwork, enhancing customer service, and minimizing turnover.
• Operational Performance: Achieve high‑calibre responses from clientele via email/WhatsApp and phone within internally assigned Service‑Level Agreements (SLAs). Assist and attend to requests from internal stakeholders, including teachers, within SLAs. Ensure smooth opening, operating, and closing procedures for the assigned centre(s). Assist with regular centre, studio, and inventory audits as well as other ad‑hoc operational tasks.
• Customer Satisfaction: Boost customer happiness and satisfaction, measured by net promoter scores (NPS).
• Ad‑Hoc: Perform and fulfil additional duties as assigned by management.

Job Accountabilities

• Accountable for individual and centre’s lead generation and enrollment target and all other assigned campaign targets by the management team.
• Accountable for ensuring that all sales enquiries and emails are attended to within the set timeframe.
• Accountable for maintaining or exceeding an assigned closure or conversion rate target for all trials to enrollments to ensure maximum output from leads.
• Assist centre manager to ensure healthy centre growth at all times through providing excellent customer service that mitigates student turnover.
• Assist centre manager to execute and manage teacher growth plans to achieve monthly teacher targets assigned by management for your centre.

Skills, Traits and Competencies

• Possess a professional demeanour in the workspace.
• Self‑driven with a “high achiever” mindset to reach goals.
• Have integrity to always do what’s right, especially for the customer.
• Enjoy interacting with all kinds of people and make great eye contact.
• Innately cheerful, positive, and optimistic.
• A great listener with genuine empathy and kindness for others.
• Have humility to be open to feedback and always looking to learn more and improve themselves.
• A team player who aligns with the company’s mission and vision and cooperates respectfully and enthusiastically with teammates to reach common goals and follow guidelines and protocols set by management.
• Adaptive and flexible, with tolerance to work in a fast‑paced and ever‑changing environment.
• Have great time‑management skills and discipline to execute tasks or produce work timely and efficiently.

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 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 a passion for customer service.

Perks and Packages

• Gross salary of $3,000 – $3,200.
• Medical and insurance coverage.
• Worklife and wellness, including 14 days of annual leave and sick leave.
• In‑house learning, development, and training provided.
• Professional career development opportunities.
• Vibrant and supportive company culture.
• Work equipment, including IT devices, is provided.