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About The Client Founded in 2014, our client, All That Jazz is a leading dance academy in Singapore with over 1,500 students across 5 locations. We specialize in Jazz, Ballet, Tap, Street Dance, Acro, Musical Theatre, and Contemporary dance. Our 50+ team members operate in a vibrant, collaborative culture dedicated to high-quality dance education. Role Overview We are seeking a responsive, solutions-focused Customer Support Executive to manage incoming customer inquiries across all studios. Operating primarily through our centralized messaging platform, you will act as a primary point of contact, delivering clear, warm, and timely support regarding class schedules, enrollments, fees, and studio policies. Key Responsibilities Chat & Ticket Management: Monitor and manage multi-channel inquiries via Respond.io (WhatsApp, web forms, click-through ads, and emails). Service Excellence & Speed: Maintain target SLAs—first response within 30 minutes, resolving queries within 2 hours. Customer Communication: Provide accurate details on trial classes, studio fee structures, payment queries, and policies using a warm, professional, and empathetic writing style (leveraging AI tools where appropriate for clear communication). Operational Execution & Handover: Execute administrative tasks in studio management systems (iClassPro) and build detailed shift handovers for team continuity. Inquiry Prioritization: Identify and prioritize time-sensitive leads (e.g., new trial inquiries) over lower-priority requests (e.g., makeup class tokens). Escalations: Route complex operational issues, teacher assessments, or fee disputes to Studio Managers or the General Manager. Requirements Qualifications & Requirements Experience: Proven experience in chat-based customer support, administrative support, or messaging platforms. Communication Skills: Strong written English skills with the ability to communicate clearly and empathetically with diverse international backgrounds. Tech-Savvy: Quick learner accustomed to managing multiple systems (Respond.io, Google Workspace, studio booking software) and comfortable utilizing AI tools to refine response tone and clarity. Work Style: Exceptional attention to detail, strong prioritization skills, and a solutions-oriented mindset under high-volume periods. Nice-to-Haves: Prior experience or personal passion for dance/performing arts, or familiarity with Respond.io and iClassPro. Work Schedule: 5-day work week across a 7-day roster | Fixed Shifts: 9:00 AM – 6:00 PM or 1:00 PM – 10:00 PM (SG Time) Holiday Schedule: Singapore Public Holidays (Observing Christmas, Chinese New Year, and National Day; weekend/holiday coverage required during peak seasons with premium pay provided for local working holidays) Target Start Date: Immediately (before mid-October 2026) OR late November 2026 (post-annual recital)
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