Customer Service Officer
EX GROUP | Beauty. Community. Growth.
Customer Experience Officer
Ex Colour / EX Group — Singapore
Full-Time · From SGD 2,800 / month · 5.5 days/week
Reports To
Salon Manager / General Manager
Key Tools
WESS CRM, WhatsApp Business, Google Calendar
Languages
English (required), Mandarin (strong advantage)
ABOUT EX GROUP
EX Group is a fast-growing beauty ecosystem with salons across Singapore and Malaysia, under brands including Coulisse Heir, EX Style, U Hair, and EX Beauty. Our Singapore outlets serve thousands of loyal clients, and we are building toward becoming Southeast Asia’s leading tech-enabled beauty group.
We care about our people as much as our clients. Join us if you want to grow, not just work.
THE ROLE
You are the face and voice of Ex Group. Every client interaction — from the first phone call to the post-visit follow-up — goes through you. You keep appointments flowing, make clients feel genuinely welcomed, and handle issues before they become problems.
This is not just a receptionist role. The best people in this position are natural communicators who take ownership, notice details, and treat every client like a regular.
WHAT YOU’LL DO
Client Experience- Greet walk-in and incoming clients warmly; set the tone for their visit
- Answer calls, WhatsApp messages, and emails promptly — same-day response standard
- Handle complaints, bad reviews, and disputes with composure and genuine care
- Follow up on open cases until fully resolved; log outcomes in our CRM
- Manage the daily appointment schedule across stylists, ensuring no clashes or gaps
- Confirm bookings, communicate wait times, and proactively update clients on delays
- Maintain accurate client records, preferences, and visit history in our system
- Support inventory tracking and basic admin as needed
- Recommend relevant services and retail products based on client needs — not scripted upselling
- Assist in running in-salon promotions and loyalty campaigns
- Build genuine relationships that bring clients back
WHAT WE’RE LOOKING FOR
Must-Have- Fluent English — our primary language of service in Singapore
- Conversational Mandarin is a strong advantage — a significant portion of our clients are Mandarin-speaking
- At least 1 year in a customer-facing role (salon, retail, F&B, hospitality)
- Strong people instincts — you can read a room and adapt your tone
- Organised and reliable — you don’t let things fall through the cracks
- Comfortable using smartphones and basic apps (WhatsApp, Google Calendar, CRM)
- Prior experience in a hair salon or beauty environment
- Familiarity with salon booking or CRM software
- Interest in beauty, hair, or lifestyle — genuine enthusiasm shows
- SGD 2,800 base salary with performance incentives
- CPF contributions and statutory benefits as per MOM requirements
- Staff discount on all salon services and products
- Structured onboarding — you won’t be thrown in without support
- Clear growth path — strong performers move into senior roles within the group
- A team that takes care of each other — we mean it--
We grow with our people. Come grow with us.