Customer Experience Executive

AUREUS (ANCHORPOINT) PTE. LTD.; Singapore; On-site; SGD 40,000 - 65,000; Full time

Benefits offered by this job

Medical insurance

Annual leave 14 days

In-house learning

Career development

Music lessons

Company culture

IT equipment

Job summary

Aureus Group, the parent of Aureus Academy in Singapore, seeks a customer service professional to deliver exceptional service in a fast-paced environment. You will handle inquiries, bookings, and customer interactions while aligning with core values and driving high-quality engagement at our centres.

The role emphasizes adaptability, teamwork, and ongoing development, with opportunities for career growth, training, and direct involvement in customer satisfaction metrics.

Qualifications

• 2–3 years in customer service
• Available to work retail hours and weekends
• Strong adaptability and leadership
• Excellent written and spoken English; bilingualism a plus
• Goal-driven with task prioritization for growth

Responsibilities

• Deliver outstanding customer service by addressing inquiries, booking trials, resolving issues, and fostering positive interactions.
• Thrive in a fast-paced environment with adaptability while maintaining high performance.
• Communicate transparently across channels aligning with core values and escalate issues as needed.
• Demonstrate commitment to personal and professional growth and seek advancement opportunities.
• Support Centre Team and management to achieve sustained growth and reduce student turnover.
• Handle Email/WhatsApp inquiries and phone calls within SLAs; assist internal stakeholders and processes.
• Assist with regular centre, studio, and inventory audits and ad-hoc operational tasks.
• Boost customer happiness as measured by NPS and overall satisfaction.
• Perform additional duties as assigned by Management.

Skills

Customer service

Weekend availability

Leadership

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