Customer Experience Executive

Company Description

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

The mission for the Customer Experience Executive is to play a pivotal role in achieving exceptional sales performance and maintaining a high standard of customer service, all while upholding discipline in a fast-paced environment. This role is dedicated to driving revenue growth and ensuring customer satisfaction. The Customer Experience Executive is committed to embodying the company's values and contributing to its long-term success.

Key Accountabilities and 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.

Key Criteria/Requirements

• The successful applicant must be flexible and available to work on weekends.
• We are looking for individuals with a strategic mindset and the ability to think critically in various sales situations.
• Strong verbal and written communication skills are essential for effective collaboration and leadership.
• Goal-driven individuals with the ability to focus and prioritise tasks that drive the growth of the centre
• The applicant must have a strong commitment to compliance and ethical business practices, ensuring adherence to industry regulations and company standards.