Customer Support Officer (Remote)

The Customer Support Officer (CSO) is the most important first point of contact with the customers. As the reputation of the 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 ---------- 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:
• Being a Customer Support Officer to My Drum School’s customers
• Respond to customers’ enquiries regarding drum lessons within 48 hours via different channels (Zendesk, phone call etc)
• Acquire a strong working knowledge of the organisation’s programs and services
• Prepare customers’ related reports (E.g. Enquiries Tracking)
• Provide prompt support to educators on leave by communicating with customers and finding alternative relief educators
• Manage customers’ studio make-up bookings promptly and professionally
• Take the extra mile through Service Calls to engage customers
• Develop great rapport with customers and build brand loyalty
• Maintain close liaison with all other educators to have a good understanding of the operational flow and ensure a seamless customer experience.
• Perform such other CSO-related duties and tasks, or changes to the Services, as may be agreed upon by the Parties.

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Working Hours:
Mon-Wed: 9am to 5.30pm
Sat-Sun: 11am to 5pm

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