Customer Service Executive
2 days ago
Opening in January 2026, Mokara Gymnastics Academy will be Singapore's largest gymnastics facility – a 20,000 square foot, state-of-the-art training space located in Perennial Business City, just a 3-minute walk from Jurong East MRT Station.
Led by internationally certified coaches, we offer fun, structured programmes that build confidence, coordination and teamwork through movement and play.
About the roleWe are looking for confident, people-focused individuals who can deliver warm, professional service while guiding parents through enquiries, tours, registrations and daily operations.
This role combines customer service excellence and sales responsibilities. You will help families understand our programmes, support them through enrolment, and ensure every child's arrival and dismissal experience is safe and smooth.
ResponsibilitiesCustomer Service
- Provide friendly, clear and professional communication to parents and children.
- Handle enquiries via walk-ins, phone, WhatsApp and email.
- Explain programmes, policies and progression pathways confidently.
- Support problem-solving and escalate complex issues by following the steps of our customer service handbook.
- Maintain a calm and positive service attitude at all times.
- Gather feedback from parents and children for management review.
- Advise and guide parents on their child's progression based on coach reviews.
- Actively promote & upsell pro-shop items, programmes and camps.
- Conduct sales conversations and help parents make informed decisions.
- Assist with Tours (group or individual) and show key features of the academy.
- Complete registrations and assist with any queries.
- Follow up with warm leads and waitlisted families.
- Collaborate with coaches about child enrolment and placement within the programmes.
- Work closely with the Guest Experience Manager, Coaches, Floor Coordinators.
- Support check-in and check-out procedures
- Update attendance, make-up requests, class changes and parent preferences.
- Assist in managing waiting areas and general safety.
- Operate CRM and iClassPro
- Support event, camp and competition registrations.
- Assist with end-of-day administrative checks and document filing.
- Uphold confidentiality, data privacy and safety policies.
- Participate in product training, service refreshers and briefings.
- Uphold Mokara's service philosophy, professionalism and values at all times.
- Diploma/Degree in Human Resource Management or related field.
- Experience in sales, customer service, retail, hospitality or education centres preferred.
- Sales or front-facing experience is an advantage.
- Fresh candidates with strong communication skills are welcome.
- Warm, confident and clear communicator.
- Comfortable engaging parents and children.
- Able to multitask and stay calm in a fast-paced environment.
- Detail-oriented with good administrative accuracy.
- Comfortable using digital systems (training provided).
Other Requirements
- Able to work shifts, weekendsand selected public holidays.
- Comfortable standing/walking during busy periods.
- Positive, adaptable and team-oriented.
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