Explorer Academy – Customer Support Specialist

Customer Support Specialist (Part-time)

JOB DESCRIPTION

• 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 REQUIREMENTS

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
• Available 4 days/week consistently and can commit for long term 

Nice-to-Haves:

• Experience in education industry
• Prior admin or customer service work
• Familiarity with CRM system

WORKING HOURS

• Onsite role based in Singapore 
• Min 4 days work week. 
• Weekday: 2.30 to 9pm
• Weekend: 9am to 5pm