Customer Experience Executive

AUREUS (KATONG) PTE. LTD.; Singapore; On-site; SGD 30,000 - 40,000; Full time

Benefits offered by this job

Medical and Insurance Coverage

14 days of Annual Leaves and Sick Leaves

In-House Learning and Development

Professional Career Development Opportunities

Complimentary Music Lessons

Vibrant and Supportive Company Culture

Work Equipment including IT Devices

Job summary

AUREUS (KATONG) PTE. LTD. in Singapore seeks a dedicated customer service professional to ensure exceptional service in a dynamic environment. The role involves addressing inquiries, resolving issues, and supporting teamwork to enhance client satisfaction.

Applicants should have 2-3 years' experience, strong communication skills in English, and be ready to work during retail hours, including weekends. Perks include medical coverage, annual leaves, and opportunities for in-house training and professional development.

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 (bilingual/trilingual an advantage).
• Positive, outgoing personality with a passion for customer service.

Responsibilities

• Ensure a consistently high standard of customer service.
• Thrive in a fast-paced environment and adapt to changing circumstances.
• Ensure consistent communication with the company’s core values.
• Demonstrate commitment to personal and professional growth.
• Support team in achieving sustained growth and minimizing turnover.
• Achieve high-calibre responses from clientele inquiries.
• Boost customer happiness and satisfaction.
• Perform additional duties as assigned by management.

Skills

Customer Service

Adaptability

Leadership

Communication

Time Management

Job description

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