Location: Multiple Outlets (Klang / Petaling Jaya / Shah Alam / Subang USJ)

Position Type: Full-Time / Part-Time

Reports to: Branch Manager / Head Coach

As a Customer Service Executive at Optimum Swim School, you are the friendly face and the first point of contact for our community of swimmers and their families. You are a brand ambassador who embodies our core values of Safety, Integrity, and a Supportive Team Culture . You will play a crucial role in ensuring a seamless and positive experience for every student and parent, from their very first inquiry through their ongoing journey with us.

Key Responsibilities

Front Desk & Customer Engagement:

• Welcoming Atmosphere: Greet all visitors, students, and parents in a professional, warm, and courteous manner, ensuring they feel valued and supported .

• Inquiry Management: Promptly and professionally respond to inquiries via phone calls, WhatsApp, email, and in-person interactions. Provide accurate information regarding class schedules, fees, enrollment procedures, and school policies .

• Sales & Enrollment: Actively promote Optimum Swim School’s programs to potential customers. Explain our unique value proposition and guide new families through the sign-up or booking process to convert inquiries into enrollments .

Administrative & Operational Support:

• Class & Schedule Management: Coordinate lesson arrangements between parents, students, and coaches. Manage the enrollment process, slot students into appropriate classes, and handle schedule changes, cancellations, and make-up lesson requests .

• Data Management: Maintain accurate and up-to-date student records. This includes processing registrations, updating attendance in the Optimum Mobile App, and managing student profiles and lesson balances .

• Payment Processing: Handle student registrations, fee collections, and process payments with 100% accuracy. Assist with daily opening/closing cash balance reports .

• Facility & Environment Maintenance: Ensure the reception area and front-of-house facilities are clean, safe, organized, and presentable at all times. This includes overseeing the general tidiness of the center .

Communication & Problem Solving:

• Proactive Communication: Proactively monitor student lesson balances and send timely renewal reminders to parents. Communicate any class cancellations or changes effectively to all parties involved .

• Issue Resolution: Handle customer complaints and concerns with patience, empathy, and efficiency. Find appropriate solutions and escalate unresolved issues to the Branch Manager when necessary .

• Internal Collaboration: Work closely with coaches and branch operations staff to ensure seamless communication regarding student progression, class-level updates, and the coordination of relief coaches .

Qualifications & Requirements

• Experience: Minimum 1–2 years of experience in a customer service or administrative role, preferably in the education, sports, or service industry .

• Education: A minimum Diploma or equivalent qualification in a relevant field .

• Communication Skills: Fluent in at least two languages (English, Bahasa Malaysia, or Mandarin) to effectively communicate with our diverse student base.

• Soft Skills: Possess strong interpersonal skills, exceptional patience, and a “people-first” mindset. You must be a resilient, well-organized, and detail-oriented individual who excels at multitasking .

• Technical Skills: Proficient in basic computer applications, including Microsoft Office (Word, Excel) and Google Suite. Familiarity with CRM systems is an advantage .

• Availability: Able to commit to a 5-day work week, which will include working on weekends (Saturdays & Sundays) and some evening shifts .

• Work Ethic: A professional, punctual, and proactive team player who embodies a strong work ethic and a commitment to our “Supportive Team Culture” .

How to Apply

Interested candidates are invited to submit their resume and a copy of their coaching certifications to hr@optimumswimschool.com or visit our HQ at Port Klang for a walk-in interview.

“Join us in our mission to empower every Malaysian to swim safer and live stronger.”