Customer Experience Assistant Manager

An exciting opportunity awaits for a Customer Experience Assistant Manager who is passionate about delivering outstanding service and creating memorable experiences for families and children. This role is perfect for someone who thrives in a supportive, people-focused environment and enjoys guiding both customers and team members to success.

What you'll do:

As a Customer Experience Assistant Manager, you will immerse yourself in a dynamic environment where your interpersonal skills shine as you guide families through their experiences. Your day-to-day responsibilities will include overseeing front-of-house operations to ensure every guest feels welcomed and supported. You will take ownership of customer communications across various platforms, ensuring queries are addressed promptly, and handle escalations with sensitivity. By collaborating with different departments such as coaching staff and operations teams, you’ll help coordinate programmes while maintaining meticulous records. Your leadership will extend to mentoring associates on best practices in service delivery while fostering an inclusive team culture. Success in this role means consistently upholding high standards of care for both customers and colleagues alike.

• Act as the senior point of contact at the front desk, setting an example of service excellence and professionalism for all team members.
• Ensure the reception area remains calm, organised, and welcoming at all times to create positive first impressions for families and visitors.
• Oversee daily customer interactions across multiple channels including walk-ins, phone calls, WhatsApp messages, emails, and Zendesk tickets to guarantee prompt responses.
• Handle escalated customer issues with empathy and fairness, ensuring timely resolutions that uphold the organisation’s standards.
• Build strong relationships with parents and guardians through proactive communication and attentive support throughout their journey.
• Support enrolment conversations for classes, camps, or workshops by guiding parents on programme structures, progression pathways, and relevant policies.
• Collaborate closely with coaches, floor coordinators, operations teams, and management to ensure seamless delivery of programmes and events.
• Follow up on leads, manage waitlists, and facilitate trial-to-enrolment conversions while maintaining accurate student records.
• Uphold data protection standards by ensuring confidentiality and compliance with PDPA regulations in all administrative processes.
• Mentor Customer Experience Associates by providing feedback on service quality, supporting on-the-job training sessions, reinforcing SOPs, and stepping in during peak periods or staff shortages.

What you bring:

To excel as a Customer Experience Assistant Manager you will bring substantial experience from previous customer-facing roles where you have successfully managed complex situations with empathy. Your background includes leading small teams or acting as a senior point of contact within hospitality or educational settings. You possess strong communication abilities that allow you to build rapport quickly with both customers and colleagues. Familiarity with digital tools such as CRM systems enables you to streamline workflows efficiently. Your methodical nature ensures compliance with regulatory requirements while your flexibility allows you to adapt seamlessly during high-volume periods. Above all else your commitment to nurturing positive relationships sets you apart as someone who truly cares about making every family’s experience exceptional.

• A minimum of 3–5 years’ experience in customer service roles with at least 1–2 years spent in a senior or supervisory capacity where you have guided teams effectively.
• Proven ability to handle escalated cases with composure while delivering empathetic solutions that prioritise customer satisfaction.
• Demonstrated proficiency in managing customer ticketing systems such as Zendesk or similar CRM platforms for efficient workflow management.
• Excellent written and verbal communication skills that enable clear information sharing across diverse audiences.
• Meticulous attention to detail combined with a structured approach to process improvement ensures accuracy in all administrative tasks.
• Calmness under pressure paired with confidence when balancing leadership duties alongside hands-on operational work during busy periods.
• Diploma or Degree in Business Administration, Hospitality Management, Communications, Education or related fields is preferred but not mandatory if equivalent experience is demonstrated.
• Additional training in customer service excellence or leadership development would be advantageous for this position.
• Comfortable using Microsoft Office Suite or Google Workspace tools for daily reporting and documentation needs.
• Willingness to work shifts, including weekends or selected public holidays, and provide extra support during peak seasons or special events.

What sets this company apart:

This organisation stands out for its unwavering dedication to putting families and children at the centre of everything it does. The team operates like a close-knit community where collaboration is encouraged at every level, creating an atmosphere that is both supportive and inspiring. Employees benefit from flexible working arrangements designed to promote work-life balance alongside regular training opportunities that foster personal growth. The company’s commitment to inclusivity ensures everyone feels welcome regardless of background or experience level. With robust systems in place for professional development plus an open-door policy for feedback your contributions are genuinely valued here. If you’re seeking an environment where compassion teamwork and excellence are celebrated this is the place for you.

If you are ready to make a real difference in the lives of families while advancing your career in customer experience management we encourage you to take the next step today!

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.: R24126349 Ryan Leo Kai En