Customer Experience Manager

Company Overview Climb Central is a sport climbing facility with 4 locations in Singapore, offering a beginner-friendly, safe, and fun environment for all to climb, socialize, and unwind from daily life. Job Summary The Customer Experience Manager ensures customers have a smooth climbing experience by handling inquiries, resolving complaints, managing feedback channels, and collaborating with teams to improve service quality. Responsibilities Interact with customers via phone, email, social media, chatbox, and in-person to understand needs and deliver appropriate solutions Resolve customer inquiries, complaints, and issues promptly and courteously to maintain positive relationships Track and record customer interactions and transactions in the POS/Membership system for accurate documentation Provide actionable feedback on customer service processes to enhance efficiency and effectiveness Identify service gaps and communicate improvement opportunities to Operations and Management for implementation Collaborate with cross-functional teams to ensure consistent, high-quality customer service delivery Support new program and promotion roll-outs by updating Counter Resources and ensuring team awareness Stay informed on program features, promotions, and company policy changes related to membership, billing, and transfers Serve as Duty Officer (DO) to enforce operational standards and processes according to the DO manual Verify operational procedures for compliance with Climb Asia’s standards during DO shifts Handle member requests, pass adjustments, and maintain records in compliance with PDPA regulations Perform one Crew/DO shift weekly to maintain operational oversight and service quality