Client Experience & Operations Coordinator

ROLE SUMMARY

The Client Experience & Operations Coordinator supports the smooth day-to-day running of the centre across client service, bookings, billing, retail, Shopee operations, and general administration. This is a hands-on, customer-facing role that helps deliver a positive client experience while maintaining operational accuracy, organisation, and high standards across the business.

The role also provides light support to daycare, grooming, and office operations where required, and plays an important part in creating a welcoming, well-run environment for both dogs and their owners.

EMPLOYMENT DETAILS

Working Hours: Monday to Friday, 10:00 AM to 8:00 PM

KEY RESPONSIBILITIES

PRIMARY RESPONSIBILITIES

Client Experience & Service Coordination

- Provide prompt, friendly customer service to dog owners via WhatsApp, phone, email, and Shopee, and handle client feedback or issues professionally.

- Conduct client tours and confidently present the centre’s facilities, services, and care approach.

- Recommend and cross-sell suitable services and products in an ethical, customer-focused manner.

Scheduling, Billing & Administration

- Manage appointment bookings across services, coordinate groomer schedules, and maintain accurate service records.

- Handle billing for services and retail products, including daily cash handling and basic administrative accuracy.

- Track daycare training packages and maintain accurate billing records from Monday to Friday.

Retail & E-commerce Operations

- Manage Shopee operations, including order processing, packing, delivery coordination, account maintenance, and routine balance checks.

- Oversee retail inventory, including ordering supplies, checking deliveries, stocking shelves, and preparing monthly merchandise sales reports for suppliers.

SECONDARY RESPONSIBILITIES

Client Experience & Service Coordination

- Coordinate special client experiences, including dog birthday celebrations, by liaising with owners and the daycare team and checking dietary suitability where required.

Daycare / Grooming Operational Support

- Assist with simple dog grooming operations when needed.

- Support safe handling and communication of special cases, including reactive dogs, during daycare and swim sessions.

- Support retail and daycare closing duties when required.

- Help maintain cleanliness and hygiene across dog areas, corridors, pool and the wider premises.

HR & General Office Support

- Assist with HR-related and general office tasks, including arranging interviews, reporting part-time staff hours, checking mail, printing forms, submitting claims, and purchasing supplies.

REQUIREMENTS

- Comfortable working in a dog-focused environment.

- Genuine love for dogs and confidence handling them using force-free handling only.

- Strong communication and customer service skills.

- Able to multitask and work in a fast-paced environment.

- Responsible, detail-oriented, and well-organised.

- Positive attitude and willingness to learn.

- Experience in dog care, grooming, retail, or customer service is an advantage.