Customer Experience Associate - #1166235

Customer Experience Associate

Reports to: Customer Experience Manager, with day-to-day guidance from the Assistant Manager, Customer Experience

About the Role

At Mokara, every family's experience starts with you. We're looking for a confident, people-first Customer Experience Associate who takes pride in making parents and children feel welcomed, informed and well looked after, from their first enquiry through every visit that follows. You'll be the face of Mokara: guiding families through our programmes and enrolment, keeping our front-of-house running smoothly, and making sure every interaction reflects the warmth and professionalism we're known for.

This role sits at the heart of the business. Your work touches sales, operations, coaching and safety, and how well you do it shapes how families experience Mokara every single day.

What You'll Own

Customer Service Excellence

• Be the warm, reliable first point of contact for parents and children across walk-ins, phone, WhatsApp and email.

• Listen well and communicate clearly, even when a conversation gets tricky.

• Handle concerns with a calm, solutions-first attitude, escalating thoughtfully when needed.

Enrolment & Consultative Support

• Help families understand our programmes and progression pathways.

• Guide parents through tours and registrations.

• Offer thoughtful recommendations, including relevant pro-shop items, programmes and camps, that genuinely fit each child's needs.

• Follow through with enquiries, leads and waitlisted families so nothing falls through the cracks.

Operations & Record Accuracy

• Keep check-in/check-out, attendance and family records accurate and up to date across our systems (CRM, iClassPro).

• Make sure coaches, management and families can always trust the information on file.

• Help maintain a safe, organised front-of-house environment.

Cross-Functional Collaboration

• Work closely with coaches, floor coordinators and the wider Customer Experience team.

• Keep enrolment, scheduling and service seamless across teams.

• Recognise that your work directly shapes what happens on the floor and in the classroom.

About You

• Genuinely enjoys people; parents and children feel it when they interact with you.

• Cares about getting the details right and takes real satisfaction in accurate records and follow-through, not just friendly conversation.

• Holds a calm, professional tone even when things are busy or a conversation gets tricky.

• Comfortable with digital systems (training provided) and picks up new tools quickly.

• Diploma or Degree in a related field, or equivalent experience in customer service, sales, hospitality or education. Fresh candidates with strong communication skills are welcome.

• Able to work shifts, weekends and selected public holidays.