Customer Experience Executive

AUREUS (JURONG POINT) PTE. LTD.; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A leading music education provider in Singapore is seeking a customer service professional to deliver exceptional service in a fast-paced environment. The role involves addressing inquiries, booking trials, and fostering positive interactions. Candidates should have 2-3 years of experience in customer service and demonstrate strong adaptability, communication skills, and a passion for helping others. The company offers a supportive culture and various perks, including insurance coverage and opportunities for professional development.

Benefits

Medical and Insurance Coverage

14 days of Annual and Sick Leaves

In-house Learning and Development

Professional Career Development Opportunities

Complimentary Music Lessons

Vibrant and Supportive Company Culture

Work Equipment provided

Qualifications

• At least 2-3 years’ experience in the customer service field.
• Strong proficiency in written and spoken English; bilingual/trilingual is an advantage.
• Positive, outgoing personality with a passion for customer service.

Responsibilities

• Ensure high customer service standards by addressing inquiries and booking trials.
• Thrive in a fast-paced environment while maintaining performance.
• Communicate proactively with management regarding potential issues.
• Support the team in achieving sustained growth by enhancing customer service.
• Achieve responses within service-level agreements for inquiries.

Skills

Customer service excellence

Adaptability

Communication skills

Team collaboration

Job description

Roles & Responsibilities

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.

About Aureus Group

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