Customer Relations Associate

The Pique Lab Learning Centre; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A leading educational service provider in Singapore is looking for a Customer Relations Associate to enhance customer experiences and assist in operations. You will welcome customers, troubleshoot issues, and manage essential administrative tasks. Ideal candidates will have a Diploma from a local Polytechnic, strong communication skills, and a team-oriented mindset. This role provides structured mentorship and offers competitive salary packages starting from S$2.8K per month.

Benefits

Market Competitive Remuneration

Annual Performance Bonus

Career Progression Opportunities

Medical, Dental & Vision Benefits

Up to 16 Days of Paid Vacation Leaves

Paid Birthday Leave

Wellness Breaks

Free Meals on selected school holidays & weekends

Qualifications

• Prepare to enhance customer interaction with a warm greeting.
• Utilize strong product knowledge for advising customers.
• Assist with the smooth operation by bridging various teams.
• Handle admin tasks like data entry and physical deliveries.

Responsibilities

• Greet customers and assist with inquiries.
• Communicate key course details and recommendations.
• Troubleshoot issues during online classes.
• Manage back-end operations and stock pantry items.

Skills

Strong Communication Skills

Patience & Understanding

Organised & Detail-Oriented

Team Player Mentality

Education

Diploma or equivalent from a local Polytechnic

Job description

Overview

Imagine a fun-filled, appreciative environment where you enjoy helping your colleagues and customers. As a walking Mr/Ms Sunshine, you enjoy being involved in a variety of key business functions and collaborating with different teams. If thinking about these puts a smile on your face, you may be the next Customer Relations Associate we’re looking for!

About Our Team: At The Pique Lab, we’re on a mission to create the best Math & Science learning experience for students aged 9 to 16 in Singapore. Our lessons are crafted based on pedagogical research and data-driven methodologies to achieve the goal: to make learning fun, shorten learning curves and help students develop an appreciation for Math & Science. We’ve grown from a pair of co-founders to a diverse team of over 100 across 10 departments. Our proprietary learning methodology and examination-centric materials have helped more than 20,000 students ace their examinations. Our headquarters is in Singapore, with remote teams in China, India, Malaysia and the Philippines. We value an open, fast-paced and flat organisational structure where every team member is valued for their skills and competencies, not just their job titles. We are looking for our next Customer Relations Associate who enjoys helping customers and is unafraid of learning new things. If you like the prospects of working in a close-knit team, leveraging tech to work hyper-efficiently while tackling challenges head-on, we’d love to have you on our team.

Your Growth

As our Customer Relations Associate, you will have the opportunity to:

• Receive structured mentorship and training to gain the skills you need to excel in the role.
• Develop a strong understanding of our products and operations through inter-departmental functions and interactions.
• Join our vibrant, close-knit Customer Care team that is the pillar of The Pique Lab. Our Customer Care team members are known for delivering an exceptional customer service experience across different platforms to our customers.

Your Role

As the first point of contact for our customers, you’ll be responsible for the following tasks:

• Deliver a pleasant walk-in experience by attending to enquiries professionally: You’ll greet our customers warmly and help them understand which centre or classroom best suits their learning needs.
• Develop strong product knowledge to make appropriate recommendations to our customers: You’ll learn to communicate the key takeaways of each course. You’re not expected to hard-sell our programmes or hit sales targets.
• Assist with critical operational activities: You’ll bridge between different teams to ensure daily operations run smoothly. This includes reaching out to parents/students for issues onsite and online, troubleshooting during online classes, and ensuring accurate, timely delivery of learning materials.
• Manage essential administrative tasks: You’ll support back-end operations such as receiving courier deliveries, data entry and attendance-related matters, and ensuring that pantries are well-stocked.

You, Our Ideal Customer Relations Associate

Education

A Diploma or equivalent from a local Polytechnic. It’s a plus if you hold a Diploma in Communications, Business Management or Hospitality Management.

Skills & Experience

• Strong Communication Skills: You should be able to communicate effectively in written and spoken English. Grammar should be accurate and you can express yourself clearly.
• Patience & Understanding: Engaging with customers with diverse expectations is part of this role. Our customers have unique needs, so you should adapt and manage their requests effectively.
• Bonus: Prior Customer Service Experience: It’s a bonus if you have prior experience managing a front desk in an education, medical, fitness, retail or hospitality environment.

Traits

• Organised & Detail-Oriented: You can handle multiple tasks with accuracy and attention to detail.
• Team Player Mentality: You’re ready to lend a helping hand to our team members and customers.

Your Welfare

1. [Biggest Takeaway] Mentorship, Training & Regular Feedback

2. Market Competitive Remuneration:

   • Junior Associates: S$2.8K to S$3K/month, Senior Associates: S$3K to S$3.5K/month

   • We offer competitive pay to individuals who can deliver exceptional customer experiences and adhere closely to our internal workflows.

   • Based on our assessment of your attitude & aptitude, along with any relevant skills & experience that you can bring to the table.

3. Annual Performance Bonus (up to 3 months for outstanding performers)

4. Career Progression Opportunities

5. Medical, Dental & Vision Benefits

6. Technology Benefits

7. Up to 16 Days of Paid Vacation Leaves

8. Paid Birthday Leave

9. Paid Marriage Leaves

10. Paid Compassionate Leaves

11. Time-Off From Work For Errands

12. Wellness Breaks

13. Fully-Stocked Pantry

14. Free Meals on selected school holidays & weekends

15. Company Socials (On top of team socials!)

Work Information

• Office Location: 1 Selegie Road, #07-01, GR.iD, Singapore 188306 (Nearest MRT: Bencoolen MRT, Dhoby Ghaut MRT)

• Attire: Business Casual

• Working Arrangement: Onsite

• Work Days: 5-day Work Week, 40-Hour Workweek

• Types of Work Schedules:

  • Work Schedule A (4 weekdays and 1 weekend), from S$2.8K onwards

    • 2 Weekdays: 12PM to 7PM

    • 2 Weekdays: 12PM to 9PM (includes 1-hour dinner break)

    • 1 Weekend: 8AM to 7PM (includes 1-hour lunch break)

  • Work Schedule B (3 weekdays and 2 weekends), from S$3.0K onwards

    • 1 Weekday: 10AM to 7PM (includes 1-hour lunch break)

    • 2 Weekdays: 12PM to 9PM (includes 1-hour dinner break)

    • 2 Weekends: 8AM to 5PM & 10AM to 7PM (includes 1-hour lunch break)

Note: Work schedule may change due to operational requirements (e.g., during school holidays). Availability on weekends is highly valued; there is potential for additional compensation of up to S$200 per month for long-term commitments to Work Schedule B.