Customer Service Representative

Pay: $2, $2,500.00 per month

Job Description:

Customer Service Representative

Position Type: Full Time

Reports To: Studio Manager

THE JOB IN A NUTSHELL

Customer Service Representative are the welcoming face of YM, balancing client engagement, membership sales, and studio operations. Success is measured not only by efficiency, but by creating experiences that make every client's hour with us count.

CUSTOMER SERVICE & ENGAGEMENT (30%)

• Be the warm, approachable presence that makes every client feel welcome.
• Proactively engage with clients to educate and invite them toward the right membership options and packages.
• Manage all client interactions across in-person, phone, email, and WhatsApp with responsiveness and hospitality.
• Handle account management with empathy — including package validity, extensions, and introducing additional options in a way that keeps clients engaged with us.
• Assist with class check-ins, bookings, and payment processing.
• Be fluent in class schedules, offerings, promotions, and studio policies to support clear, confident communication.
• Uphold the YM brand voice in every interaction: confident, engaging, fun, and personal.

ENGAGEMENT & CONVERSIONS (30%)

• Approach sales as part of hospitality — inviting clients to take up packages and memberships.
• Follow up with leads provided by the Studio Manager through genuine conversations, keeping engagement warm and ongoing.
• Track and report conversion progress, ensuring clients feel guided rather than pressured.
• Share key insights from client interactions and work with the Studio Manager to refine engagement approaches.
• Communicate and invite clients to take up active promotions in a way that feels natural and supportive.
• Assist in executing campaigns by sharing information and continuing the conversation with clients so promotions feel seamless and personal.

STUDIO OPERATIONS & MAINTENANCE (30%)

• Complete opening and closing duties and the daily grind list to ensure the studio is consistently client-ready.
• Maintain cleanliness and organisation of the reception area, practice rooms, equipment, changing rooms, and toilets — always presenting a welcoming space.
• Restock essentials (towels, water, etc.) with attention to detail.
• Assist Studio Managers in the monthly stock take and report low stock promptly.
• Report and resolve maintenance issues swiftly to minimise disruption.
• Support operational and admin duties with reliability and care.

ACTIVATION & BRAND SUPPORT (10%)

• Be the front-line host during events — warmly welcoming clients, assisting check-ins, and ensuring all event clients have a premium YM experience.
• Assist in event setup and client management.
• Capture live content and create simple social media assets to enhance YM's brand presence.
• Bring hospitality to life at events, helping every client feel part of the YM community.

QUALITIES WE LOOK FOR

We're looking for more than technical skill — our Community Hosts are hosts with the mindset and presence to make people feel at home.

You'll thrive in this role if you are:

• Warm & Empathetic – you genuinely care about people and how they feel.
• Positive, Collaborative & Can-Do – you bring energy, work well with others, and support the team with a solutions-focused attitude.
• Proactive & Resourceful – you take initiative to solve problems, not just wait for instructions.
• Attentive & Observant – good at remembering faces, names, and details that make clients feel recognised.
• Reliable & Professional – well-groomed, punctual, and consistent in how you show up.
• Self-Aware & Integrity-Driven – you know your impact on others and do the right thing, always.

SUCCESS IN THIS ROLE LOOKS LIKE

• Every client feels genuinely welcomed, recognised, and cared for from the moment they arrive to the moment they leave.
• The front desk and studio run smoothly without needing constant reminders — you anticipate needs and take initiative.
• You collaborate seamlessly with Studio Managers and teammates to support both daily operations and bigger sales campaigns.
• The studio environment is consistently client-ready: clean, professional, and inviting.
• You are well-groomed and professional in appearance, reflecting the YM brand standard.
• Clients leave with a positive emotional impression — not just that the studio was efficient, but that they felt seen and valued.

PREFERRED BACKGROUND

Experience in customer service and premium hospitality environments — such as 5-star hotels, lifestyle brands, or wellness studios — is a strong plus.

WHAT'S IN IT FOR YOU

• Base Salary of S$2,500 + sales commissions and incentive.
• Complimentary classes at Yoga Movement and Strong for yourself and up to 2 family members/friends.
• Basic health insurance coverage.
• 11 days of annual leave, plus +1 additional day each year of service (capped at 5).
• A people-first culture where you can grow into new opportunities and build a long-term career with us.

Job Type: Full-time

Benefits:

• Employee discount
• Health insurance
• Parental leave

Work Location: In person