Customer Experience & Outlet Supervisor

Customer Experience (CX) & Outlet Supervisor

Multiple Openings | Full-Time & Part-Time

Neko Neko is expanding our Customer Experience team, and we're looking for several new team members to join us across our cat grooming and boarding outlets.

We are currently hiring for:
Outlet Supervisor — Full-Time

Customer Experience (CX) — Full-Time or Part-Time

Both roles are hands-on and customer-facing, supporting the smooth day-to-day running of our outlets.

As we operate multiple locations,

all candidates must be comfortable working across different Neko Neko outlets based on operational needs and working weekends according to roster.

Customer Experience (CX)

Our CX team is the frontline of the customer journey and supports the daily running of our outlets.

Responsibilities include:
Welcoming customers and managing check-ins and check-outs

Responding to enquiries and assisting with bookings

Communicating service and care information clearly to customers

Coordinating between customers, groomers and caretakers

Managing routine customer enquiries and concerns

Supporting the day's appointments and boarding movements

Keeping schedules and outlet operations organised

Maintaining outlet presentation and operational standards

Monitoring stock, supplies and routine outlet requirements

Following company SOPs and procedures

Escalating customer, safety or operational concerns appropriately

CX positions are available on both a Full-Time and Part-Time basis.

Outlet Supervisor — Full-Time

Outlet Supervisors perform the core CX responsibilities above while taking greater ownership of the overall running of their outlet.

Additional responsibilities include:
Acting as the day-to-day lead for the outlet

Coordinating the outlet team and daily priorities

Preparing and maintaining staff rosters

Identifying manpower gaps and operational concerns early

Overseeing customer experience standards

Managing routine customer recovery and complaints

Ensuring SOPs and operational standards are followed

Coordinating housekeeping, stock, maintenance and other outlet requirements

Following up on outstanding issues through to closure

Providing guidance and feedback to CX team members

Surfacing staff, performance or operational concerns to Management

Working closely with our Talent & Operations team

The Outlet Supervisor position is a

Full-Time leadership role

and requires someone comfortable taking ownership, making routine decisions and providing direction to the outlet team.

Roving Across Outlets

While team members may have a regular or primary outlet,

both CX and Outlet Supervisors must be comfortable being rostered across our different locations when required

.

Deployment may change according to manpower, leave, operational coverage and business needs.

We are therefore looking for candidates who are comfortable working in a

roving environment rather than being limited to one permanent outlet

.

Who We're Looking For

You should:
Enjoy customer-facing work and communicating with people

Be comfortable and confident around cats

Be organised and able to manage multiple priorities

Take initiative rather than waiting for every task to be assigned

Be reliable and able to work independently

Communicate professionally with customers and colleagues

Remain calm when schedules change or unexpected situations arise

Be comfortable working across different outlets

Be available to work weekends according to roster

Be comfortable working in a hands-on service environment

Previous experience in

customer service, hospitality, retail, veterinary/pet services or outlet operations

is useful, but not essential for CX positions.

For

Outlet Supervisor applicants

, previous supervisory, team-lead or outlet operations experience is preferred.

Career Progression

Full-Time CX team members who demonstrate strong customer service, operational judgement and leadership potential may have opportunities to progress into

Outlet Supervisor and other operational leadership roles

as they develop with the company.