Customer Experience Executive - Islandwide, SG

Roles & Responsibilities

About Aureus Group

Established in September 2013, Aureus Academy is Singapore’s leading music school with over 18,000 students enrolled in our school. Aureus Academy specializes in providing individually tailored piano lessons, violin lessons, drum lessons, voice lessons, and more to students of all ages and abilities.

Aureus has transformed a traditional brick-and-mortar service into a cutting-edge business featured in Forbes, Business Times, Straits Times, and Channel News Asia. 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.

Company Mission / Vision

The Aureus Group’s Mission / Vision is to become the undisputed leader of Creative Arts Education globally by Sep 2025 and to make Aureus the first brand / activity of choice in any market or segment we operate in.

About the Role

To deliver exceptional customer service in a dynamic and fast-paced environment, ensuring effective communication, operational excellence, and customer satisfaction. By fostering teamwork, embracing adaptability, and committing to personal and professional growth, this role aims to support the sustained success of the centre while minimizing student turnover and achieving high-calibre client and stakeholder engagement.

Job 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 : Ensuring 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 :

Perks and Packages :

Tell employers what skills you have

Violin

Piano

Team Collaboration

Operational Excellence

Exceptional Customer Service

Career Development

Transparency

Channel

Stakeholder Engagement

Voice Lessons

Adaptability

Trials

Customer Satisfaction

Customer Service

Customer Service Excellence

Turnover