Customer Experience Executive

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 : 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

Perks and

Packages : Medical and

Insurance Coverage

Worklife and Wellness

including 14 days of Annual Leaves and Sick Leaves

In-House Learning, Development, and Training are

provided

Professional Career Development

Opportunities

Complimentary Music

Lessons

Vibrant and Supportive Company

Culture

Work Equipment including IT Devices is

provided