Customer Experience Executive

About the Role

If you're someone who loves people, thrives in a fast-paced environment and takes pride in delivering exceptional service - we'd love to meet you.

At Mokara, we're a high-performing, close-knit team that believes in putting families and children at the heart of everything we do. We're looking for a Customer Experience Associate who is warm, confident and driven to be their best self every day. You'll connect with families, guide parents through their child's journey with us, and ensure every visit - from check-in to goodbye - reflects the care, professionalism and excellence that define Mokara.

This role blends customer care, communication and front-of-house coordination. It's perfect for someone who finds joy in helping others, takes initiative, and wants to grow in a team that values high standards, continuous learning and genuine connection.

Key Responsibilities

Customer Experience

• Welcome parents and children with genuine warmth and attentiveness.

• Build trust with families through clear communication and active listening.

• Handle enquiries (walk-ins, phone, WhatsApp, email) with professionalism and care.

• Resolve level 1 concerns calmly and empathetically escalate complex issues appropriately.

• Maintain a calm, friendly atmosphere even during busy periods.

• Gather and share feedback to enhance the family experience.

Programme & Enrolment

• Explain programmes, class levels and progression pathways confidently.

• Guide parents through enrolment, make-up requests and class changes.

• Coordinate with coaches to ensure smooth onboarding and placement.

• Lead family tours and share Mokara's teaching philosophy with enthusiasm.

• Support sales conversations naturally through product knowledge and connection.

• Follow up with interested or waitlisted families.

Operations

• Manage check-in/check-out efficiently and ensure child safety.

• Keep reception areas tidy, welcoming and child-friendly.

• Update attendance, parent preferences and administrative records accurately.

• Support registration for camps, workshops and competitions.

• Uphold confidentiality, safety and data protection standards.

• Collaborate closely with coaches, Floor Coordinators and the Customer Experience Manager.

• Participate in service and product trainings.

About You

• Experience in customer service, education centres or hospitality preferred.
• Enjoys engaging with children and parents alike.
• Detail-oriented and comfortable using digital systems.
• Diploma/Degree in Hospitality, Business, Communications, Education or related fields. (preferred)
• Warm, confident and genuine communicator.
• Calm, adaptable and reliable in a fast-paced environment.
• Team player with a positive attitude.
• Able to work shifts, weekends and selected public holidays.
• Able to converse in Mandarin in order to speak with mandarin customers