Customer Experience Executive
A leading organisation in Singapore is seeking a Customer Experience Executive who excels at building meaningful connections and nurturing strong relationships with families. In this role, you will be at the heart of a vibrant community, welcoming parents and children, guiding them through its programmes, and ensuring a seamless experience from enquiry to enrolment and beyond. Be part of a supportive team that prioritises collaboration and empathy, ensuring every family feels valued and understood throughout their journey. Enjoy flexible working opportunities and access to regular training sessions designed to enhance your skills and support your professional growth. Work in a welcoming environment where your commitment to safety, confidentiality, and child-friendly practices is recognised and celebrated.
What you'll do: As a Customer Experience Executive, you will create a welcoming atmosphere for every family. You will greet parents and children warmly, handle enquiries across all channels , and resolve concerns with empathy . You will guide parents through programmes, enrolment and class changes, coordinate with coaches for smooth onboarding, and lead family tours that share the organisation's teaching philosophy. Operationally, you will manage check-in and check-out, maintain accurate records, and support camp and workshop registrations while upholding confidentiality and child safety. Working closely with coaches , Floor Coordinators and the Guest Experience Manager, you will join ongoing training to enhance the family experience.
Customer Experience Welcome every parent and child with genuine warmth and attentiveness. Build lasting trust with families through clear communication and active listening. Respond to enquiries across walk-ins, phone, WhatsApp and email with professionalism and care. Resolve first-level concerns calmly and empathetically, escalating complex matters appropriately. Maintain a calm, friendly atmosphere, even during peak periods. Gather and share family feedback to continuously improve the experience. Programme & Enrolment Confidently explain programmes, class levels and progression pathways. Guide parents through enrolment, make-up requests and class changes. Coordinate with coaches to ensure smooth onboarding and accurate class placement. Lead family tours and share the business' teaching philosophy with enthusiasm. Support sales conversations naturally through strong product knowledge and genuine connection. Follow up proactively with interested and waitlisted families.
Operations Manage check-in and check-out efficiently, with child safety as the top priority. Keep reception areas tidy, welcoming and child-friendly. Maintain accurate attendance, parent preference and administrative records. Support registration for camps, workshops and competitions. Uphold confidentiality, safety and data protection (PDPA) standards. Collaborate closely with coaches, Floor Coordinators and the Guest Experience Manager. Participate actively in service and product training.
What you bring: The ideal candidate brings proven experience in a customer-facing role where building rapport was key to success. You communicate clearly and confidently, both in person and across digital channels, and your warm, approachable manner builds trust with families. Empathy is at the core of your approach: you resolve concerns with care and efficiency, staying composed even during peak periods. Your attention to detail keeps records accurate, while your enthusiasm shines when explaining programmes or leading tours. You work well with coaches and managers, handle sensitive information responsibly, and keep reception areas organised and inviting. Adaptable and eager to learn, you embrace training as a path to service excellence. Experience in a customer-facing role where building rapport was key to success Clear, confident communication, both verbal and written, across face-to-face and digital channels A 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 for accurate records and administration Enthusiasm for explaining programmes and leading family tours A collaborative spirit when working alongside coaches, coordinators and managers A responsible approach to confidentiality and sensitive information Good organisational skills and the adaptability to thrive in a fast-paced environment A genuine eagerness to learn and grow through ongoing training
What sets this company apart Genuine care is at the centre of everything the organisation does. Every team member plays an active role in creating warm, memorable experiences for families, supported by a strong commitment to child safety and data protection. You will enjoy flexible working arrangements, regular training tailored to customer experience roles, and a collaborative culture where teamwork is valued as much as individual contribution. It is an inclusive, supportive workplace that invests in its people's growth.
What's next: If you are ready to make a meaningful difference in the lives of families while growing your own skills within a supportive team environment - this could be your next exciting step! Apply today by clicking on the link provided. Do note that we will only be in touch if your application is shortlisted. Robert Walters (Singapore) Pte Ltd ROC No.: 199706961E | EA Licence No.: 03C5451 EA Registration No.: R1984357 Nikki Samantha Yeo