About Us
The Real Madrid Foundation Football & Basketball School is the only major club in Singapore providing both football and basketball training for toddlers, children and youth up to 17 years old. The school seeks to develop players and leaders on and off the field with the methods and inspiration of Real Madrid, the sports club with the largest fan base in the world.
This is an unique opportunity to work with the best technical and business administration team of any sports entity in Singapore, and to learn our proprietary training methodology blending Real Madrid philosophy and modern techniques.
We are looking for energetic individuals who will thrive in a fast paced and exciting environment representing the top football club in the world, and also the top basketball club in Europe. Join the Real Madrid Foundation Football & Basketball School and contribute to creating a positive and enjoyable experience for our students and parents. Apply now and be part of a dynamic team that supports the growth and development of young athletes in Singapore.
Your Role:
The Assistant Manager (Customer Experience) ensures that a high level of excellence is delivered through our communications in a professional and understanding manner. You will be tasked to achieve high customer satisfaction and experience through vital communications with potential and existing customers of our school.
Responsibilities:
- Provide excellent customer experience through key communication with parents, students, and visitors in person, over the phone, and through email.
- Respond promptly to inquiries by providing accurate information about program offerings, schedules, fees, and registration procedures.
- Handle communication with the community in a professional, timely and empathetic manner by responding promptly to inquiries, providing accurate information, and striving to resolve issues to the satisfaction of all parties involved.
- Assist parents with the enrollment process, including completing registration forms, collecting fees, and ensuring all necessary documents are submitted.
- Lead initiatives to handle feedback, concerns, and complaints in a professional and empathetic manner, striving to resolve issues promptly and to the satisfaction of all parties involved.
- Maintain accurate and updated records of student information, attendance, and payment records.
- Create simple but effective communication to improve service excellence.
- Coordinate with other departments, including coaching staff, administration, and facilities management, to ensure smooth operations and address community needs effectively.
- Provide administrative support, such as student profiles, scheduling appointments, preparing reports, and assisting with event coordination and training operations.
- Able to drive and improve service standards through implementation of technology where required.
Requirements:
- Excellent communication and interpersonal skills, with the ability to effectively interact with parents, students, and staff members.
- Excellent written and verbal communication skills.
- Previous customer service experience, preferably in an educational or sports-related environment or retail service industry preferred.
- Strong organizational and multitasking abilities to handle multiple inquiries and tasks simultaneously.
- History with supervisory or managerial role with experience leading a team preferred.
- Proficient computer skills, including experience with Google Applications and customer relationship management (CRM) systems. Understanding of new technology and application of AI to improve service standards is preferred.
- Forward thinking and problem-solving mindset with ability to handle challenging situations with professionalism and diplomacy.
- Passion for customer satisfaction and dedication to delivering high-quality service.
- Flexibility to work during weekends, and holidays as per the school's operational schedule.
- Self-motivated, ability to work collaboratively in a cross-functional team
