Customer Experience Assistant Manager

A leading organisation in the West is seeking a Customer Experience Assistant Manager who thrives on connecting with people and delivering exceptional service. If you are passionate about nurturing relationships, guiding teams, and making a meaningful impact in a supportive environment, this is your chance to grow your career while contributing to a purpose-driven mission.

What you'll do:

As Customer Experience Assistant Manager, you will be responsible for overseeing front-of-house operations while serving as the bridge between frontline staff and management. Your ability to foster an inclusive culture focused on accountability will be key to success.

• Act as the senior point of contact at the front desk, consistently modelling service excellence and professionalism for both customers and colleagues.
• Ensure the reception area remains calm, organised, and welcoming at all times, creating an environment where families feel valued and supported.
• Oversee daily customer interactions across walk-ins, phone calls, WhatsApp messages, emails, and Zendesk tickets, ensuring every communication is handled promptly and empathetically.
• Handle escalated customer issues with sensitivity and fairness, resolving concerns efficiently while maintaining strong relationships with parents and guardians.
• Support enrolment conversations for classes, camps, or workshops by guiding parents through programme structures, progression pathways, and relevant policies.
• Collaborate closely with coaches, floor coordinators, operations teams, and management to ensure seamless delivery of classes, camps, or workshops.
• Follow up on leads, waitlists, and trial-to-enrolment conversions to maximise participation and maintain accurate student records.
• Ensure compliance with data protection regulations (PDPA), confidentiality standards, and child safety protocols during check-in/check-out processes.
• Supervise and coach the customer service team by mentoring associates on service quality standards, systems usage, communication best practices, and providing constructive feedback.
• Own Zendesk ticket workflows by categorising tickets correctly, meeting response SLAs, completing follow-ups diligently, closing tickets professionally, monitoring trends for process improvement, refining macros/workflows/escalation paths with management, and logging all customer records accurately.

What you bring:

Your background as Customer Experience Assistant Manager should demonstrate substantial experience in customer-facing environments where you have successfully managed escalations or complex cases.

• Minimum 3–5 years of proven experience in customer service roles with at least 1–2 years in senior or supervisory positions where you have guided teams effectively.
• Demonstrated expertise handling escalations or complex customer cases with sensitivity while maintaining positive relationships.
• Comfortable owning customer ticketing systems such as Zendesk or similar CRM platforms; able to manage workflows independently.
• Strong written and verbal communication skills that enable you to convey information clearly across multiple channels including email/phone/WhatsApp/Zendesk.
• Detail-oriented approach combined with structured thinking; adept at following processes meticulously for compliance purposes.
• Calm under pressure; able to balance leadership responsibilities with hands-on operational work during peak hours or high-volume periods.
• Diploma or Degree in Business/Hospitality/Communications/Education (preferred) or equivalent professional qualifications relevant to customer experience roles.
• Training in customer service/leadership/service excellence is advantageous; willingness to participate in ongoing development programmes is essential.
• Proficiency in CRM systems/ticketing platforms/Microsoft or Google Workspace tools; comfortable adapting to new technologies as required.
• Able to work shifts/weekends/selected public holidays; willing to support operational needs during events or busy periods.

What sets this company apart:

This organisation stands out for its unwavering commitment to putting families and children at the centre of everything it does. The team operates within a supportive network where collaboration is encouraged—every member’s contribution is valued regardless of their role. Employees are empowered not only through mentorship but also via clear feedback mechanisms designed for continuous improvement—making this an ideal environment if you seek meaningful work alongside dependable colleagues who share your passion for excellent service.

What's next:

If you are ready to make a lasting impact by joining a compassionate team dedicated to exceptional customer experiences - 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