Customer Support Officer (Remote)

The Customer Support Officer (CSO) is the most important first point of contact with the customers. As the reputation of My Drum School is first perceived by the customer on the phone or email, the CSO needs to be equipped with the relevant knowledge of the Company’s procedures, processes, and it is important that we accommodate our customers’ needs accurately so as to ensure that the issue/query is resolved timely.

The CSO also works in a supporting role by partnering with the Managers to enhance our programs and services. As a leading brand in the industry, he/she has a critical role in ensuring that our brand maintains its service standards.

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Responsibilities:

• Availability to work on weekends (Saturday and Sunday) as required, 6-day work week.
• Deliver exceptional customer support to a student base of 900 at My Drum School.
• Demonstrate a friendly and engaging personality for effective over-the-phone communication.
• Address customer inquiries and questions regarding drum lessons through various channels, including Zendesk, WhatsApp, and phone calls, on a daily basis.
• Initiate daily service calls to welcome and assist new customers who have recently signed up.
• Foster positive relationships with customers, addressing and resolving complaints to build brand loyalty.
• Provide timely support to educators on leave by coordinating with customers and arranging alternative relief educators.
• Efficiently manage studio make-up bookings, rental bookings, and educator bookings with professionalism and promptness.
• Prepare and maintain customer-related reports, such as Enquiries Tracking, Leave Tracking, and Daily Reporting.
• Establish effective communication with all educators to ensure a comprehensive understanding of operational processes, contributing to a seamless customer experience.
• Acquire an in-depth knowledge of the organization’s programs and services.
• Perform additional CSO-related duties and tasks, or adapt to changes in services, as mutually agreed upon by the Parties.

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Working Hours:
Mon, Wed, Thur, Fri: 9am to 5.30pm
Sat, Sun: 11am to 5pm
Rest day: Tuesday

– Follow Singapore Calendar
– 1 year re-newable contract
– 6 day work week including sat and sun