Customer Experience Executive
Deliver top-notch service, handle inquiries, support operations, and foster teamwork in a fast-paced environment. Grow with us and make an impact!
Full-Time
Singapore
Centre Management
About Aureus Group
Founded in September 2013, the Aureus Group has revolutionised music education in Singapore. As the fastest-growing music school chain, its innovative business model and dedication to transformative musical experiences have earned it significant acclaim, with features in renowned publications like Forbes, Business Times, and Channel News Asia. This success culminated in a fourth-place ranking in “Singapore’s Fastest Growing Companies” survey, cementing its position as an industry pioneer.
Mission of the Position
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
- 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.
Job Accountabilities
- Accountable for individual and centre’s lead generation and enrolment target and all other assigned campaign targets by the management team.
- Accountable for ensuring that all sales enquiries and emails are being attended to within the set timeframe
- Accountable for maintaining or exceeding an assigned closure or conversion rate target for all trials to enrolments to ensure maximum output from leads.
- Assist Center Manager to ensure healthy center growth at all times through providing excellent customer service that mitigates student turnover.
- Assist Center Manager to execute and manage teacher growth plans in order to achieve monthly teacher targets assigned by the management for your centre.
Skills, Traits and Competencies
- Possess a professional demeanour in the workspace
- Self-driven and has a “high achiever” mindset to do whatever it takes to reach their goals
- Has the integrity to always do what’s right, especially for the customer
- Enjoys interacting with all kinds of people and makes great eye contact
- Innately cheerful, positive, and optimistic
- A great listener and possesses genuine empathy and kindness for others
- Has the humility to be open to feedback and is always looking to learn more and improve themselves
- A Team player who understands and aligns with the company’s mission and vision and is able to cooperate
respectfully and enthusiastically with teammates in order to reach common goals and follow guidelines and
protocol set by the management team - Adaptive and flexible, and has the tolerance to work in a fast-paced and ever-changing environment
- Has great time management skills and the discipline to execute tasks or produce work in a timely and efficient manner
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 & Packages
- Gross Salary of $3000 - $3200
- 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
- Vibrant and Supportive Company Culture
- Work Equipment including IT Devices is provided
Apply now
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Apply now
Aureus Academy is Singapore’s leading music school with over 18,000 students enrolled between our school.
