Customer Experience Executive

AUREUS (CAUSEWAY POINT) PTE. LTD.; Singapore; On-site; SGD 32,000 - 46,000; Full time

Benefits offered by this job

Medical and Insurance Coverage

14 days Annual Leaves and Sick Leaves

In-House Learning, Development, and培训

Professional Career Development Oppurt

Complimentary Music Lessons

Vibrant and Supportive Company Culture

Work Equipment including IT Devices

Job summary

Aureus Group in Singapore is seeking a Customer Service Associate to deliver exceptional service in a fast-paced environment at our Causeway Point centre. You will handle inquiries, bookings, and communications with students, parents, and staff, ensuring a seamless learner experience.

You will work with the Centre Team and Management to maintain high service standards, achieve SLA targets, and support growth through effective teamwork.

Qualifications

• At least 2–3 years of 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.

Responsibilities

• Customer Service Excellence: Address inquiries, book trials, resolve issues, foster positive interactions.
• Adaptability in a fast-paced environment: Thrive in a dynamic setting while maintaining performance.
• Communication and transparency: Align communications with company values across channels; escalate issues to management when needed.
• Long-Term Growth Opportunities: Seek and seize opportunities for growth within the centre.
• Team Collaboration: Support Centre Team and leadership to achieve sustained growth and minimize student turnover.
• Operational Performance: Handle emails/WhatsApp inquiries and phone calls within SLAs; assist with audits and inventory where needed.
• Customer Satisfaction: Improve happiness and satisfaction, measured by NPS.
• Ad-Hoc: Undertake additional duties as assigned by Management.

Skills

Customer service

English proficiency

Team leadership

Adaptability

Communication

Job description

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.

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