Customer Relationship Executive

Job Scope

•  Provide warm, professional and proactive frontline service to parents and students, ensuring enquiries are handled promptly and with a strong customer-focused approach.
• Follow up closely with new leads, walk-in enquiries and trial class participants to promote suitable Chinese enrichment programmes and convert enquiries into enrolments.
• Build strong relationships with parents and students through regular communication, service follow-ups and personalised learning recommendations to support customer satisfaction and retention.
• Explain course details, promotions, class schedules and fee structures clearly to parents, while identifying opportunities to upsell or cross-sell relevant programmes, holiday courses and enrichment classes.
• Handle customer feedback, objections and complaints with patience and professionalism, providing service recovery support and escalating complex cases to the Customer Relationship Manager when required.
• Assist with registrations, renewals, withdrawals, make-up lessons and payment follow-ups, while ensuring a smooth and positive customer experience throughout the enrolment journey.
• Maintain accurate records of leads, enquiries, customer interactions, enrolment status, payment status and follow-up actions to support sales tracking and service management.
• Support centre sales and marketing activities, including promoting trial lessons, seasonal campaigns, referral initiatives and customer retention programmes.

Requirements

• Diploma or higher qualification in business administration, marketing, education, customer service or a related field.
• Prior experience in customer service, telesales, sales support, education centre operations or front desk advisory roles will be an advantage.
• Sales-driven, service-oriented and confident in engaging parents, understanding their needs and recommending suitable programmes.
• Pleasant personality with excellent interpersonal, communication, persuasion and customer service skills.
• Patient, responsible, target-conscious, detail-oriented and able to manage multiple customer follow-ups in a fast-paced environment.
• Comfortable using basic computer systems to record leads, update customer information and track sales follow-up activities.
• Able to work weekends and at least two weeknights.
• Must be effectively bilingual in both English and Mandarin to liaise with Mandarin-speaking parents and students.

Branch Locations (Travelling required between these locations)

• Thomson
• Punggol
• Sengkang

We regret that only shortlisted applicants will be notified.