Job Description

Overview:
We're looking for a service-oriented individual who thrives on communication and coordination. As a Customer Experience & Scheduling Coordinator, your primary focus will be managing private lesson inquiries ensuring a smooth experience for both our clients and coaches. You’ll also support other front-line customer service tasks and play a key role in ensuring smooth operations. This role is ideal for someone who enjoys customer interaction, excels at coordination and has strong attention to detail.

Key Responsibilities:
Private Lesson Coordination

• Manage private lesson enquiries from customers (via WhatsApp, Instagram, email or in person).
• Match customers with suitable coaches based on availability and requirements.
• Coordinate and schedule private lessons, ensuring confirmations from both customer and coach.
• Communicate clearly with coaches to confirm lesson slots and manage any rescheduling needs.
• Send timely reminders or updates to customers regarding their upcoming sessions.
• Track lesson attendance and follow-up when needed.

Customer Service & General Support

• Respond promptly and professionally to general customer inquiries via phone, live chat and social media.
• Assist customers with service inquiries, product usage questions, and general information requests.
• Provide accurate and detailed information about our services, programmes, pricing and policies.
• Address and resolve basic complaints or issues with empathy and a solution-first mindset.
• Help maintain a warm, friendly, and helpful brand presence across all touchpoints.
• Maintain comprehensive knowledge of company products and services to offer well-informed recommendations.
• Handle customer feedback constructively and proactively identify opportunities to improve service delivery.

Process Improvement & Internal Coordination

• Maintain accurate records of bookings and communications.
• Collaborate with the marketing and operations teams to ensure a smooth and cohesive customer experience.
• Proactively flag recurring issues or scheduling inefficiencies for improvement.
• Stay informed about company policies, promotions, and service offerings to deliver accurate and up-to-date information to customers.

Job Requirements

• 1–2 years of experience in customer service or schedule coordination. Fresh graduates are welcome to apply.
• Comfortable using WhatsApp, Instagram, email, and/or live chat to communicate with customers in a professional and timely manner.
• Fluent in English, both written and spoken. Proficiency in additional languages is a plus.
• Organized and efficient, with the ability to multitask and manage day-to-day scheduling with attention to detail.
• Proactive and adaptable, able to take initiative and adjust quickly in a fast-paced, changing environment.

Skills