Customer Experience (CX) & Outlet Supervisor

Multiple Openings | Full-Time & Part-Time

Neko Neko is expanding our Customer Experience team, and we're looking for several new team members to join us across our cat grooming and boarding outlets.

We are currently hiring for:

Outlet Supervisor - Full-Time
Customer Experience (CX) - Full-Time or Part-Time

Both roles are hands-on and customer-facing, supporting the smooth day-to-day running of our outlets.

As we operate multiple locations, all candidates must be comfortable working across different Neko Neko outlets based on operational needs and working weekends according to roster.

Customer Experience (CX)

Our CX team is the frontline of the customer journey and supports the daily running of our outlets.

Responsibilities include:

Welcoming customers and managing check-ins and check-outs
Responding to enquiries and assisting with bookings
Communicating service and care information clearly to customers
Coordinating between customers, groomers and caretakers
Managing routine customer enquiries and concerns
Supporting the day's appointments and boarding movements
Keeping schedules and outlet operations organised
Maintaining outlet presentation and operational standards
Monitoring stock, supplies and routine outlet requirements
Following company SOPs and procedures
Escalating customer, safety or operational concerns appropriately

CX positions are available on both a Full-Time and Part-Time basis.

Outlet Supervisor - Full-Time

Outlet Supervisors perform the core CX responsibilities above while taking greater ownership of the overall running of their outlet.

Additional responsibilities include:

Acting as the day-to-day lead for the outlet
Coordinating the outlet team and daily priorities
Preparing and maintaining staff rosters
Identifying manpower gaps and operational concerns early
Overseeing customer experience standards
Managing routine customer recovery and complaints
Ensuring SOPs and operational standards are followed
Coordinating housekeeping, stock, maintenance and other outlet requirements
Following up on outstanding issues through to closure
Providing guidance and feedback to CX team members
Surfacing staff, performance or operational concerns to Management
Working closely with our Talent & Operations team

The Outlet Supervisor position is a Full-Time leadership role and requires someone comfortable taking ownership, making routine decisions and providing direction to the outlet team.

Roving Across Outlets

While team members may have a regular or primary outlet, both CX and Outlet Supervisors must be comfortable being rostered across our different locations when required.

Deployment may change according to manpower, leave, operational coverage and business needs.

We are therefore looking for candidates who are comfortable working in a roving environment rather than being limited to one permanent outlet.

Who We're Looking For

You should:

Enjoy customer-facing work and communicating with people
Be comfortable and confident around cats
Be organised and able to manage multiple priorities
Take initiative rather than waiting for every task to be assigned
Be reliable and able to work independently
Communicate professionally with customers and colleagues
Remain calm when schedules change or unexpected situations arise
Be comfortable working across different outlets
Be available to work weekends according to roster
Be comfortable working in a hands-on service environment

Previous experience in customer service, hospitality, retail, veterinary/pet services or outlet operations is useful, but not essential for CX positions.

For Outlet Supervisor applicants, previous supervisory, team-lead or outlet operations experience is preferred.

Career Progression

Full-Time CX team members who demonstrate strong customer service, operational judgement and leadership potential may have opportunities to progress into Outlet Supervisor and other operational leadership roles as they develop with the company.

Customer Experience & Outlet Supervisor

Customer Experience & Outlet Supervisor