Customer Experience Manager

Company Overview

Climb Central is a sport climbing facility with 4 locations in Singapore, offering a beginner-friendly, safe, and fun environment for all to climb, socialize, and unwind from daily life.

Job Summary

The Customer Experience Manager ensures customers have a smooth climbing experience by handling inquiries, resolving complaints, managing feedback channels, and collaborating with teams to improve service quality.

Responsibilities

• Interact with customers via phone, email, social media, chatbox, and in-person to understand needs and deliver appropriate solutions
• Resolve customer inquiries, complaints, and issues promptly and courteously to maintain positive relationships
• Track and record customer interactions and transactions in the POS/Membership system for accurate documentation
• Provide actionable feedback on customer service processes to enhance efficiency and effectiveness
• Identify service gaps and communicate improvement opportunities to Operations and Management for implementation
• Collaborate with cross-functional teams to ensure consistent, high-quality customer service delivery
• Support new program and promotion roll-outs by updating Counter Resources and ensuring team awareness
• Stay informed on program features, promotions, and company policy changes related to membership, billing, and transfers
• Serve as Duty Officer (DO) to enforce operational standards and processes according to the DO manual
• Verify operational procedures for compliance with Climb Asia’s standards during DO shifts
• Handle member requests, pass adjustments, and maintain records in compliance with PDPA regulations
• Perform one Crew/DO shift weekly to maintain operational oversight and service quality