Customer Experience Associate (Full-Time)

Role Overview

The Customer Experience Associate is the frontline owner of the parent and student experience at Overmugged Learning Centre. This role goes beyond answering messages - you will resolve customer issues accurately and empathetically, manage service recovery when things go wrong, and help improve internal systems and workflows by capturing real customer feedback.

As part of the Customer Experience (CX) function, you will act as the voice of the customer, ensuring every parent and student feels supported, informed, and taken care of.

Key Responsibilities

1) Customer Support & Communication

• Serve as the main point of contact for existing customers (parents & students) via WhatsApp, phone calls, email, and internal platforms

• Provide clear, accurate, and consistent information on:

  • Class schedules and changes

  • Attendance and make-up lesson policies

  • Billing, payments, and package terms

• Ensure customers always understand:

  • What is happening

  • What the next steps are

  • Who is accountable

2) Service Recovery & Issue Resolution

• Handle customer complaints calmly, professionally, and empathetically

• Apply structured service recovery practices (e.g. HEAR framework) for upset or frustrated customers

• Resolve common issues independently and escalate appropriately based on severity, including:

  • Scheduling and administrative issues

  • Billing clarifications

  • Tutor or lesson-related feedback

• Document all cases clearly (issue details, resolution, follow-ups required)

3) Case Management & Escalation

• Classify and manage cases using internal guidelines, such as:

  • Scheduling/make-up disputes

  • Teacher fit or teaching style concerns

  • Progress/results expectations

  • Billing or package disputes

  • Operational or facilities issues

• Apply the Severity Index to determine urgency, escalation path, and resolution timeline

• Ensure no case is left unresolved or unclear to the customer

4) Customer Insights & Continuous Improvement

• Capture recurring issues, objections, and complaints in the CRM system

• Identify repeated pain points, common confusion areas, and process gaps

• Contribute to weekly/monthly CX insights by flagging:

  • Immediate quick fixes

  • Issues requiring system or service review

  • Suggestions to improve customer experience and retention

5) Onboarding & Experience Support

• Support new customers during onboarding by guiding them through key steps and ensuring clarity

• Help customers achieve early quick wins and confidence in our processes

• Ensure customers know:

  • How to track learning progress

  • Where to ask questions

  • What support channels are available

Job Requirements

Skills & Attributes

• Strong written and verbal communication skills

• High empathy and emotional intelligence

• Calm and professional under pressure

• Detail-oriented and structured in follow-ups

• Comfortable using CRM systems and messaging platforms

• Willingness to learn policies, systems, and escalation frameworks

Preferred Qualifications

• 1-3 years of experience in customer service, operations, or education-related roles

• Experience in tuition centres / education services / service-heavy environments is an advantage

• Comfortable handling parents and emotionally sensitive conversations

• Responsible, coachable, and improvement-oriented

Why Join Overmugged

At Overmugged, customer service is not about deflecting problems - it is about owning outcomes. This role directly impacts:

• Student retention

• Parent trust and satisfaction

• Continuous improvement of systems and service delivery

As the company grows, this role has a clear progression path into CX leadership, operations, or service design.