Customer Care Executive

Customer Care Executive The Opportunity This isn't just a "front desk job." You'll be the first impression, the problem-solver, and the trusted guide for parents navigating their child's educational journey. If you're someone who lights up around kids, thrives in a busy environment, and takes pride in making things run smoothly, this role is for you. What You'll Do Create a warm and inviting First Impressions Ensure the centre is clean, neat, and ready before operations begin Greet and attend to walk-in parents and students warmly Answer questions on class timings, rooms, and logistics accurately Manage proper closing of the centre at end of shift Drive Trial Bookings & Attendance Have natural, persuasive conversations with walk-in parents about our programmes Explain trial lesson options clearly and confidently Coordinate trial bookings within our systems (we'll train you on SOPs) Ensure smooth trial day experience - greet students, handle forms, coordinate with tutors Support Seamless Class Operations Ensure students are in the right class at the right time Handle immediate onsite issues calmly (confused students, teacher delays, room mix-ups) Support smooth transitions between classes Escalate appropriately when needed Be the Onsite Communication Hub Acknowledge parent queries warmly and professionally Use our Playbook for common questions (we'll provide this) Document follow-up needs clearly for the team Never leave parents hanging - always ensure someone owns the next step Job Requirement Must-Haves: 6-12 months customer service experience (any industry - retail, F&B, hospitality, etc.) Can de-escalate an upset parent calmly and bring the conversation to a good resolution You are naturally persuasive - you can explain a programme clearly and confidently move a parent toward a decision Genuinely enjoy being around kids and families Communicate clearly and warmly in English Organized and reliable - you follow through on tasks, remember details, show up on time Can commit for long term Nice-to-Haves: Experience in education industry Prior admin or customer service work Familiarity with CRM system Working Hours Weekend: 9am to 5pm