Customer Experience and Service Delivery Specialist

5 days ago


Singapore AUREUS (THOMSON PLAZA) PTE. LTD. Full time

About AUREUS (THOMSON PLAZA) PTE. LTD.

Aureus Group, the parent company of Aureus Academy, has been ranked 4th in the "Singapore's Fastest Growing Companies" survey conducted by The Straits Times and Germany-based global research firm Statista.

We aim to become the undisputed leader of Creative Arts Education globally by providing individually tailored piano lessons, violin lessons, drum lessons, voice lessons, and more to students of all ages and abilities.

Job Title: Customer Experience and Service Delivery Specialist

Job Summary:

This role requires a customer-focused individual who can deliver exceptional service in a dynamic environment. You will be responsible for ensuring effective communication, operational excellence, and customer satisfaction while fostering teamwork and adaptability.

Key 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: Ensure 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.

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

Salary and Benefits:

The estimated salary for this role is SGD $35,000 - $45,000 per annum, depending on qualifications and experience. Additional benefits include medical and insurance coverage, work-life balance, in-house learning and development opportunities, and career progression.



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