Operations Executive with Customer Service, Maintenance & Staffing Responsibilities

Company Overview

Climb Central is a sport climbing facility with four locations in Singapore. We welcome all skill levels and provide a safe, fun environment for climbing, socializing, and relaxation.

Job Summary

As an Operations Executive at Climb Central, you will lead customer service, facility maintenance, staffing, and safety operations to enhance the climbing experience and support business growth.

Responsibilities

• Build positive customer relationships by engaging and responding promptly to enquiries via website and chatbox to enhance overall climbing experience
• Manage Google reviews to improve customer satisfaction scores
• Develop and maintain optimal crew and intern rosters to balance staffing needs and manpower costs
• Guide, train, and mentor crew and interns to deliver exemplary customer service and operational discipline
• Coach new crew and interns to improve performance and customer experience
• Perform daily maintenance and housekeeping checks to ensure cleanliness, tidiness, and safety of all gym areas including handholds, gym floor, service counter, locker rooms, and office
• Inspect handholds daily to verify safety and proper installation
• Collaborate with mall management to address facility issues such as power outages and leaks
• Coordinate with Marketing and Programme Sales teams to identify opportunities, handle enquiries, and support events, programmes, and partnerships
• Support retail operations by managing sales and logistics through eCommerce platforms
• Serve as Crew/Duty Officer to uphold safety and service standards on the gym floor, enhancing customer and staff safety
• Conduct top rope and lead climbing verifications according to CWA standards
• Inspect gym floor regularly to identify and mitigate potential safety risks involving customers and staff
• Report all incidents involving customer or staff injuries, provide first aid as needed, and complete required documentation

Preferred competencies and qualifications

• Knowledge of rock-climbing techniques, safety procedures, and equipment maintenance
• Experience in fitness, sport, or coaching management, preferably within sports, education, or fitness industries
• Willingness to work flexible hours including weekends and public holidays
• Physical fitness to climb and assist with equipment setup and teardown

Other Information

• Must be physically fit and able to climb and assist with equipment setup and teardown