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Customer Relations Associate
5 months ago
If thinking about these puts a smile on your face, you may be the next Customer Relations Associate we’re looking for
[About Our Team]
At The Pique Lab, we’re on a mission to create the best Math & Science learning experience for students aged 9 to 16 in Singapore. Our lessons are meticulously crafted based on pedagogical research, data-driven methodologies and have one overarching goal: to make learning fun, shorten learning curves and help students develop a genuine appreciation for Math & Science.
Over the past decade, we've grown from a pair of co-founders to a diverse team of over 100 team members across 10 departments. Our proprietary learning methodology and examination-centric materials have helped more than 20,000 students ace their examinations.
Our headquarters is in Singapore, with remote teams in China, India, Malaysia and Philippines. We take pride in our open, fast-paced and flat organisational structure where every team member is valued for their skills and competencies, not just their job titles.
We are on the lookout for our next Customer Relations Associate who enjoys helping customers and is unafraid of learning new things.
If you like the prospects of working in a close-knit team, leveraging tech to work hyper-efficiently while tackling challenges head-on, we’d love to have you on our team
[Your Growth]As our Customer Relations Associate, you will have the opportunity to:
- Receive structured mentorship and training to gain the skills you need to excel in the role.
- Develop a strong understanding of our products and operations through inter-departmental functions and interactions.
- Join our vibrant, close-knit Customer Care team that is the pillar of The Pique Lab: Our Customer Care team members are known for delivering a consistently exceptional customer service experience across different platforms to our customers.
As the first point of contact for our customers, you’ll be responsible for the following tasks:
- Deliver a pleasant walk-in experience by attending to enquiries professionally: You’ll greet our customers warmly & see how we can best help our customers with their challenges. This will include guiding them to the correct centre or classroom and helping them understand which course best suits their learning needs
- Develop strong product knowledge to make appropriate recommendations to our customers: You’ll learn to communicate the key takeaways of each course to our customers. Don’t worry: you’re not expected to hard-sell our programmes & hit any sales targets.
- Assist with critical operational activities: You’ll be the bridge between different teams to ensure daily operations run smoothly. This will include reaching out to parents/students for issues onsite and online, troubleshooting technical difficulties during online classes, and ensuring accurate, timely delivery of learning materials.
- Manage essential administrative tasks: You’ll be a strong support to our back-end operations such as receiving courier deliveries, supporting data entry & attendance-related matters, and ensuring that our pantries are always well-stocked
[Education]
A Diploma or equivalent from a local Polytechnic. It's a plus if you hold a Diploma in Communications, Business Management or Hospitality Management.
[Skills & Experience]
- Strong Communication Skills: You should be able to communicate effectively in written and spoken English. (We don’t need you to speak in Queen’s English. You will be fine so long as your grammar is accurate and you sound comprehensible.)
- Patience & Understanding: Dealing with customers with varied expectations is part & parcel of this role. Each of our customers is unique so we would like to work with someone who is able to adapt & manage their requests effectively.
- [BONUS] Prior Customer Service Experience: It's a bonus if you have prior experience managing a front desk in an education, medical, fitness, retail or hospitality environment.
[Traits]
- Organised & Detail-Oriented: You’re able to handle multiple tasks with accuracy and attention to detail.
- Team Player Mentality: You’re always ready to lend a helping hand to our team members and customers.
- [Biggest Takeaway] Mentorship, Training & Regular Feedback
- Market Competitive Remuneration:
- Junior Associates: S$2.6K to S$3K/month, Senior Associates: S$3K to S$3.5K/month
- Depends on our assessment of your attitude, aptitude, along with any relevant skills & experience that you can bring to the table
- Annual Performance Bonus (… up to 3 months bonus for outstanding performers)
- Career Progression Opportunities
- Medical, Dental & Vision Benefits
- Technology Benefits
- Up to 16 Days of Paid Vacation Leaves
- Paid Birthday Leave
- Paid Marriage Leaves
- Paid Compassionate Leaves
- Time-Off From Work For Errands
- Wellness Breaks
- Fully-Stocked Pantry
- Free Meals on selected school holidays & weekends
- Company Socials (On top of team socials)
- Fruity Fridays Care Packages
- Office Location: 1 Selegie Road, #07-01, GR.iD, Singapore 188306 (Nearest MRT: DT21: Bencoolen MRT & CC1/NE6/NS24: Dhoby Ghaut MRT)
- Attire: Business Casual
- Working Arrangement: Hybrid (1 day work-from-home)
- Work Days: 5-day Work Week, 40-Hour Workweek
- Types of Work Schedules:
- Work Schedule A (4 weekdays and 1 weekend), from S$2.6K onwards
- 2 Weekdays: 12PM to 7PM
- 2 Weekdays: 12PM to 9PM (includes 1-hour dinner break)
- 1 Weekend: 8AM to 7PM (includes 1-hour lunch break)
- Work Schedule B (3 weekdays and 2 weekends), from S$2.8K onwards*
- 1 Weekday: 10AM to 7PM (includes 1-hour lunch break)
- 2 Weekdays: 12PM to 9PM (includes 1-hour dinner break)
- 2 Weekends: 8AM to 5PM & 10AM to 7PM (includes 1-hour lunch break)
- Work Schedule A (4 weekdays and 1 weekend), from S$2.6K onwards
*As our operational demands are higher during the weekends, we greatly appreciate your availability and commitment to working on both Saturdays and Sundays. We offer the opportunity for additional compensation of up to S$200 per month for individuals who can commit to Work Schedule B on a long-term basis.
