CAREER
Customer Experience and Scheduling Coordinator
Department: Operations
Location: Mont Kiara, Kuala Lumpur
full-time/part-time: Full-Time
JOB OVERVIEW
We’re looking for a service-oriented individual who thrives on communication and coordination. As a Customer Experience & Scheduling Coordinator, your primary focus will be managing private lesson inquiries ensuring a smooth experience for both our clients and coaches. You’ll also support other front-line customer service tasks and play a key role in ensuring smooth operations. This role is ideal for someone who enjoys customer interaction, excels at coordination and has strong attention to detail.
JOB ROLES & RESPONSIBILITIES
- Private Lesson Coordination
- Manage private lesson enquiries from customers (via WhatsApp, Instagram, email or in person).
- Match customers with suitable coaches based on availability and requirements.
- Coordinate and schedule private lessons, ensuring confirmations from both customer and coach.
- Communicate clearly with coaches to confirm lesson slots and manage any rescheduling needs.
- Send timely reminders or updates to customers regarding their upcoming sessions.
- Track lesson attendance and follow-up when needed.
- Customer Service & General Support
- Respond promptly and professionally to general customer inquiries via phone, live chat and social media.
- Assist customers with service inquiries, product usage questions, and general information requests.
- Provide accurate and detailed information about our services, programmes, pricing and policies.
- Address and resolve basic complaints or issues with empathy and a solution-first mindset.
- Help maintain a warm, friendly, and helpful brand presence across all touchpoints.
- Maintain comprehensive knowledge of company products and services to offer well-informed recommendations.
- Handle customer feedback constructively and proactively identify opportunities to improve service delivery.
- Process Improvement & Internal Coordination
- Maintain accurate records of bookings and communications.
- Collaborate with the marketing and operations teams to ensure a smooth and cohesive customer experience.
- Proactively flag recurring issues or scheduling inefficiencies for improvement.
- Stay informed about company policies, promotions, and service offerings to deliver accurate and up-to-date information to customers.
JOB REQUIREMENTS
- 1–2 years of experience in customer service or schedule coordination. Fresh graduates are welcome to apply.
- Comfortable using WhatsApp, Instagram, email, and/or live chat to communicate with customers in a professional and timely manner.
- Fluent in English, both written and spoken. Proficiency in additional languages is a plus.
- Organized and efficient, with the ability to multitask and manage day-to-day scheduling with attention to detail.
- Proactive and adaptable, able to take initiative and adjust quickly in a fast-paced, changing environment.
EMPLOYMENT BENEFITS
Exclusive Experience: Join one of Malaysia’s fastest-growing boutique sports and fitness brands and be part of a vibrant, pioneering community.
Embrace Growth: Access opportunities for professional and personal development here as we expand our business into new markets and regions.
Bonus & Rewards: We recognise and reward contributions and a positive attitude with bonuses and incentives.
Build Connections: Form a network of the best people here and Build valuable connections.
Wellness Benefits: Stay active with free pickleball group lessons at Pickle Social Club, fitness classes at TRIBE (our sister brand), and access to our upcoming new wellness brand offerings.
Exclusive Discounts: Enjoy special pricing on in-house merchandise, fitness packages, and products from our affiliate partners.
