Customer Support Associate

EXPLORER ACADEMY LEARNING GROUP PTE. LTD.; Singapore; On-site; SGD 40,000 - 60,000; Full time

Job summary

An educational organization in Singapore seeks a proactive Customer Support & Engagement Executive. The role involves enhancing parent engagement, managing customer interactions, and providing operational support. Candidates should have a strong background in client-facing roles, excellent communication skills, and the ability to work in a dynamic environment. This onsite position requires working four weekdays and one weekend.

Qualifications

• Proven track record in client-facing roles, specifically in the education field.
• Ability to build rapport and credibility with customers.
• Strong problem-solving and strategic thinking capabilities.

Responsibilities

• Develop strong understanding of academic programmes and internal processes.
• Act as a consultant to parents regarding academic programmes.
• Provide professional support to all customer inquiries.

Skills

Client-facing roles experience

Exceptional communication skills

Problem-solving abilities

Organizational skills

Knowledge of CRM systems

Job description

We’re looking for a proactive and service-oriented Customer Support & Engagement Executive to join our team. In this role, you will be the bridge between our academic programmes and the parents/students we serve—ensuring a positive experience at every touchpoint while contributing to operational excellence and enrolment growth.

You’ll collaborate across departments to manage customer interactions, support academic operations, and drive meaningful parent engagement in a fast-paced, education-focused environment.

Job Description

Key Responsibilities

• Develop strong understanding of the organisation’s academic programmes and internal processes
• Act as a key consultant to existing and prospective parents—recommending suitable academic programmes and guiding their enrolment decisions
• Provide prompt, professional support to all customer inquiries and concerns, ensuring satisfaction at every stage of the customer journey

Feedback & Relationship Building

• Gather, analyse, and share client feedback to help improve service offerings and build customer intimacy
• Collaborate with relevant teams to translate insights into better experiences and stronger parent relationships
• Assist in achieving enrolment goals by developing new contacts, nurturing leads, and following up on parent interest
• Monitor market trends and competitors in the education sector to shape sales strategies and outreach efforts

Operational Support

• Support the Teaching Team (Deployment, Timetabling, Relief Teaching)
• Plan and manage cross-functional projects related to customer service, operations, and centre-wide coordination

Process Improvement

• Identify inefficiencies in customer touchpoints and suggest improvements to drive satisfaction and internal efficiency
• Contribute to developing SOPs and scalable service processes as the company grows

Requirement

• Proven track record in client-facing roles, with a focus on delivering outstanding customer experiences preferably in the education field
• Exceptional communication and interpersonal skills to build rapport and credibility with customers
• Strong problem-solving abilities and the ability to think strategically to address customer needs effectively.
• Organised and have a keen eye for detail.
• Ability to work in a fast-paced, dynamic environment with a positive and proactive attitude
• Knowledge of and experience with CRM and customer relationship management (plus point)
• Able to work 4 weekdays and 1 weekend.

Details

• Onsite role based in Singapore