Customer Experience Lead – Music School Growth

AUREUS (YEW TEE) PTE. LTD.; Singapore; On-site; SGD 28,000 - 39,000; Full time

Benefits offered by this job

Medical and Insurance Coverage

Worklife and Wellness including 14days

In-House Learning, Development, and Tr

Professional Career Development Op

Complimentary Music Lessons

Vibrant and Supportive Company Culture

Work Equipment including IT Devices is

Job summary

Aureus Academy in Singapore is seeking a customer service focused professional to deliver exceptional support in a fast-paced environment. You will handle inquiries, book trials, resolve issues, and maintain smooth daily operations across the centre.

The role emphasizes teamwork, adaptability, and growth, with responsibilities spanning client communications, SLAs, and collaboration with teachers and management.

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 (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.

Responsibilities

• Customer Service Excellence: Ensure a consistently high standard of customer service by addressing inquiries, booking trials, resolving issues, and fostering positive customer interactions.
• 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.
• 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.
• Long-Term Growth Opportunities: Demonstrate a commitment to personal and professional growth, actively seeking and seizing opportunities for advancement within the company.
• 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.
• 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.
• Customer Satisfaction: Boost customer happiness and satisfaction, measured by net promoter scores (NPS) scores.
• Ad-Hoc: Performing and fulfilling additional duties as assigned by the Management.

Skills

Customer service

Communication

English proficiency

Leadership

Job description

Aureus Academy in Singapore is seeking a customer service focused professional to deliver exceptional support in a fast-paced environment. You will handle inquiries, book trials, resolve issues, and maintain smooth daily operations across the centre.

The role emphasizes teamwork, adaptability, and growth, with responsibilities spanning client communications, SLAs, and collaboration with teachers and management.