Front Office Executive (Enquiries, Conversion & Family Services)

AUTISM PARTNERSHIP PTE. LTD.; Singapore; On-site; SGD 20,000 - 60,000; Full time

Job summary

A leading ABA service organization in Singapore seeks a Front Office Executive to be the key frontline representative. The role includes managing parent interactions, delivering exceptional customer service, and ensuring smooth onboarding processes. Ideal candidates will have strong communication skills, attention to detail, and a diploma in relevant fields. This role is pivotal in supporting families and enhancing their experience with the organization. The position promises a dynamic work environment with opportunities for personal and professional growth.

Qualifications

• Warm, patient, confident, and empathetic when supporting parents.
• Proactive in following through and resolving parent queries.
• Familiarity with early childhood or clinical setting preferred.

Responsibilities

• Manage all parent-facing journey and interactions.
• Provide clear, accurate information on AP programmes.
• Coordinate with the admin and operation team for onboarding.

Skills

Interpersonal skills

Customer service proficiency

Attention to detail

Communication skills (English)

Multitasking ability

Education

Diploma in Hospitality, Sales & Marketing or related fields

Tools

Microsoft 365 (Excel, Teams, Sharepoint)

CRM or Xero

Job description

Job description

Autism Partnership (AP) is a leading Applied Behaviour Analysis (ABA) service provider with locations worldwide. Autism Partnership Singapore, opened in 2004, offers professional ABA services to individuals with Autism. With a team of over 30 therapists, supervisors, and behavior consultants, we provide ABA interventions, consults and training workshops to families, schools, organizations, and related agencies locally and worldwide.

Role Description

The Front Office Executive (Enquiries, Conversion & Family Services) is the key frontline representative of Autism Partnership Singapore. This role manages all parent-facing journey and interactions — from first enquiries, client onboarding, to ongoing administrative and family-support services. The executive plays a vital part in ensuring parents feel welcomed, informed, supported, and confident throughout their AP journey.

Key Responsibilities

• Enquiries & Frontline Customer Service
  • Serve as the first point of contact via phone, WhatsApp, email, website forms, and walk-ins.
  • Provide clear, accurate information on AP programmes, fees, schedules, and policies.
  • Greet and assist visitors, prospective families, and vendors at the front desk.
  • Maintain a calm, professional, welcoming presence that reflects AP’s brand.
• Conversion & Enrolment Pipeline
  • Manage the enquiries pipeline from first contact → assessment → enrolment.
  • Follow up with parents on consultations, assessment slots, and recommended packages.
  • Provide clear fee explanations, package breakdowns, and onboarding steps.
  • Support conversion efforts by ensuring timely communication and proactive follow-through.
  • Track conversion KPIs and pipeline status using CRM or internal tools.
• Family Services & Customer Experience
  • Coordinate with the admin and operation team to ensure a smooth onboarding process.
  • Proactively conduct periodic check‑ins and gather feedback from families.
  • Provide ongoing assistance for families (ad‑hoc parent requests such as schedule changes, documents, bookings etc.).
  • Flag parent concerns early for timely escalation and service recovery.
• Scheduling & Case Coordination
  • Provide timely updates for daily replacement scheduling.
  • Maintain accurate and updated schedule records.
• Other Operations Support
  • Manage front office and centre space, cleanliness, visitor flow and processes.
  • Assist with purchase requests, stock levels, and materials.
  • Support centre events, parent meetings, and outreach activities.
  • Coordinate logistics as needed to ensure smooth daily operations.

We are looking for

• Interpersonal Skills
  • Warm, patient, confident, and empathetic when supporting parents.
  • Proactive in following through and resolving parent queries.
  • Attention to detail and service mindset.
  • Able to multitask, take perspectives and remain composed during stressful situations.
• Technical Skillsb>
  • Strong verbal and written communication (English essential; Mandarin and Bahasa Melayu/Indonesia an advantage).
  • Customer service and enquiries‑handling proficiency.
  • Proficiency in Microsoft 365 (Excel, Teams, Sharepoint); CRM or Xero experience is a plus.
  • Familiarity with scheduling or centre operations workflows preferred.
  • Familiarity with early childhood or clinical setting preferred.
• Additional Advantages
  • Diploma or higher in Hospitality, Sales & Marketing, Customer Service, or related fields.
  • Experience in sales and customer service in clinical setting.
  • Experience in the field of autism, early childhood, or any interventional methods.
  • Basic understanding for admin and operations.