Customer Experience Executive (Front Facing)

About the role

A leading organisation in Singapore is looking for a Customer Experience Executive to welcome parents and children, guide them through its programmes and ensure a seamless experience from enquiry to enrolment. The role sits in a supportive team that values collaboration and empathy, with flexible working opportunities and regular training.

Key responsibilities

• Welcome every parent and child warmly and build trust through clear communication and active listening
• Handle enquiries across walk-ins, phone, WhatsApp and email, and resolve first-level concerns calmly, escalating complex matters appropriately
• Explain programmes, class levels and progression pathways, and guide parents through enrolment, make-up requests and class changes
• Coordinate with coaches for onboarding and class placement, and lead family tours sharing the teaching philosophy
• Support sales conversations naturally and follow up with interested and waitlisted families
• Manage check-in and check-out, keeping reception areas tidy and child-friendly
• Maintain accurate attendance, parent preference and administrative records, and support registration for camps, workshops and competitions
• Uphold confidentiality, child safety and PDPA data protection standards, and collaborate with coaches, Floor Coordinators and the Guest Experience Manager

Required profile

• Proven experience in a customer-facing role where building rapport was key
• Clear, confident verbal and written communication, face-to-face and digitally
• Warm, approachable manner that builds trust quickly with parents and children
• Empathy and composure when resolving concerns, especially during busy periods
• Strong attention to detail, good organisational skills and adaptability in a fast-paced environment
• Enthusiasm for explaining programmes and leading family tours, and a collaborative spirit

What we offer

• Flexible working arrangements
• Regular training tailored to customer experience roles
• 5-day work week (Monday to Sunday) with retail hours