Customer Experience Executive

1 month ago

Singapore Aureus Group Pte Ltd Full time

Company: Aureus GroupPte. Ltd 

Position: Customer ExperienceExecutive

Location:Singapore 

Monthly Compensation: $3,000monthly

 

CompanyDescription 

Founded inSeptember 2013, the Aureus Group has revolutionised music educationin Singapore. As the fastest-growing music school chain, itsinnovative business model and dedication to transformative musicalexperiences have earned it significant acclaim, with features inrenowned publications like Forbes, Business Times, and Channel NewsAsia. This success culminated in a fourth-place ranking in“Singapore’s Fastest Growing Companies” survey, cementing itsposition as an industry pioneer. 

 

Mission of thePosition 

The mission forthe Customer Experience Executive is to play a pivotal role inachieving exceptional sales performance and maintaining a highstandard of customer service, all while upholding discipline in afast-paced environment. This role is dedicated to driving revenuegrowth and ensuring customer satisfaction. The Customer ExperienceExecutive is committed to embodying the company's values andcontributing to its long-term success.

 

KeyAccountabilities &Responsibilities 

Customer Service Excellence:Ensure a consistently high standard of customer service byaddressing inquiries, booking trials, resolving issues, andfostering positive customer interactions.

Adaptability in a Fast-PacedEnvironment: Thrive in a fast-paced companyenvironment, demonstrating the ability to adapt to changingcircumstances while maintaining a high level ofperformance. 

Communicationand Transparency: Ensuring consistent and alignedcommunications with the company’s core values across all channels.Proactively communicate any issues or potential concerns to themanagement team to foster a collaborative and responsiveapproach.

Long-Term GrowthOpportunities: Demonstrate a commitment to personaland professional growth, actively seeking and seizing opportunitiesfor advancement within the company. 

Team Collaboration: Supportthe Centre Team and Director, Manager, or Assistant Manager inachieving sustained growth by fostering teamwork, enhancingcustomer service, and minimizing student turnover.

Operational Performance:Achieve high-calibre responses from clientele Email/WhatsAppinquiries and phone calls, within internally assigned Service-LevelAgreements (SLAs). Assist and attend to requests/inquiries frominternal stakeholders (including teachers), within internallyassigned SLAs. Ensure smooth opening, operating, and closingprocedures for the assigned centre(s). Assist with regular centre,studio, and inventory audits as well as any other ad-hocoperationally related tasks.

Customer Satisfaction: Boostcustomer happiness and satisfaction, measured by net promoterscores (NPS) scores.

Ad-Hoc: Performing andfulfilling additional duties as assigned by theManagement. 

 

KeyCriteria/Requirements 

  • The successful applicant must be flexible and availableto work on weekends.
  • We are looking forindividuals with a strategic mindset and the ability to thinkcritically in various sales situations.
  • Strongverbal and written communication skills are essential for effectivecollaboration and leadership.
  • Goal-drivenindividuals with the ability to focus and prioritise tasks thatdrive the growth of the centre
  • The applicantmust have a strong commitment to compliance and ethical businesspractices, ensuring adherence to industry regulations and companystandards.

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