Customer Experience Assistant Manager

A leading premier sports organisation in Singapore is seeking a Customer Experience Assistant Manager to oversee front of house operations, mentor the customer service team, and manage customer communications. This role is ideal for someone warm, organised, digitally confident, and passionate about delivering exceptional service while supporting families and creating positive experiences in a collaborative and high performing environment.

What you'll do:

As a Customer Experience Assistant Manager in Singapore’s premier sports organisation you will play a pivotal role in shaping every visitor’s experience. Your day-to-day responsibilities include acting as the senior point of contact at the front desk—ensuring each family receives a warm welcome—and overseeing all customer interactions across various channels.

• Act as the senior point of contact at the front desk, consistently modelling service excellence and professionalism to both customers and colleagues.
• Ensure a welcoming, calm, and organised reception environment at all times so that every family feels valued from check-in to goodbye.
• Oversee daily customer interactions across multiple channels including walk-ins, phone calls, WhatsApp messages, emails, and Zendesk tickets.
• Handle escalated customer issues with empathy and fairness, resolving them promptly while maintaining strong relationships with parents and guardians.
• Maintain consistent service standards across all shifts by proactively communicating with team members and monitoring performance.
• Support enrolment conversations for classes, camps, workshops by guiding parents on programme structure, progression pathways, and policies.
• Collaborate closely with coaches, floor coordinators, operations staff, and management teams to ensure seamless delivery of programmes.
• Follow up on leads, waitlists, trial-to-enrolment conversions while ensuring accurate updates of student records and customer profiles.
• Uphold data protection standards by ensuring compliance with PDPA regulations and maintaining confidentiality in all administrative tasks.
• Mentor Customer Experience Associates on service quality, systems usage, communication standards; provide feedback on staff performance and identify training needs.

What you bring:

The ideal candidate for the Customer Experience Assistant Manager role brings substantial experience in customer service environments—particularly those involving families or children—with proven success handling escalations sensitively.

• Minimum 3–5 years of proven customer service experience with at least 1–2 years in a senior or supervisory capacity where you have guided teams through complex cases.
• Demonstrated ability to handle escalations efficiently using empathy and clear communication to resolve issues fairly for all parties involved.
• 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 connect effectively with families from diverse backgrounds.
• Detail-oriented approach combined with structured thinking allows you to maintain accurate records while upholding compliance standards.
• Calm under pressure; able to balance leadership responsibilities with hands-on operational work during busy periods or events.
• Diploma or Degree in Business, Hospitality, Communications, Education or related fields is preferred; additional training in customer service or leadership is advantageous.
• Proficiency in CRM systems (Zendesk), ticketing platforms as well as Microsoft/Google Workspace tools enhances your efficiency.
• Willingness to work shifts including weekends or selected public holidays demonstrates your commitment to supporting operational needs when required.
• Ability to mentor junior staff by providing constructive feedback on performance gaps while reinforcing SOPs during training sessions.

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 as a close-knit unit where collaboration is encouraged and every member’s contribution is valued. Ongoing training ensures that everyone remains knowledgeable about best practices in customer experience management—empowering staff to deliver exceptional service consistently. The workplace fosters an inclusive environment where warmth and empathy are celebrated; supportive leadership helps individuals reach their full potential without compromising on communal values. By joining this organisation, you become part of a network dedicated not only to excellence but also to nurturing positive relationships among colleagues and visitors alike.

What's next:

If you are passionate about creating meaningful customer experiences and making a genuine impact on families, apply today via 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.: R23112536 Eleanor Tan