Customer Experience Executive

AUREUS (EASTPOINT MALL) PTE. LTD.; Singapore; On-site; SGD 30,000 - 45,000; Full time

Benefits offered by this job

Medical and Insurance Coverage

14 days of Annual Leaves and Sick Leaves

In-House Learning and Training

Professional Career Development Opportunities

Complimentary Music Lessons

Vibrant and Supportive Company Culture

Work Equipment including IT Devices

Job summary

AUREUS (EASTPOINT MALL) PTE. LTD. in Singapore is looking for a customer service professional to ensure exceptional service in a dynamic environment. Responsibilities include handling customer inquiries, maintaining performance standards, and supporting the team to achieve client satisfaction.

The ideal candidate will have at least 2-3 years of experience in customer service, strong adaptability, and a passion for service excellence. Perks include medical coverage, professional development, and a vibrant workplace culture.

Qualifications

• At least 2-3 years’ experience in customer service.
• Available to work retail hours and weekends.
• Strong proficiency in written and spoken English.
• Positive, extroverted, and outgoing personality.

Responsibilities

• Ensure high standards of customer service.
• Thrive in a fast-paced environment.
• Communicate consistently with core values.
• Support teamwork to minimize student turnover.
• Achieve high-quality responses to inquiries.
• Boost customer satisfaction measured by NPS.
• Perform additional duties as assigned.

Skills

Customer service experience

Adaptability

Leadership

Proficiency in English

Goal-driven

Positive personality

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