Capen Music Hiring! Full Time Customer Service - Community Executive in Selangor - Ricebowl

Who We Are

Capen Music is a music school in Bandar Baru Sri Petaling, Kuala Lumpur, established in 2011, teaching students of all ages across a range of instruments.

The Role

We are looking for a warm, organised and people-oriented Customer Service & Community Executive to be the face of Capen Music and help create a great experience for our students and parents.

You will be the main point of contact for our community, whether at the centre, over WhatsApp or on the phone. You will get to know our students and parents, help new students find the right music programme, coordinate lessons and make sure the centre runs smoothly day to day.

This role goes beyond managing a front desk. We want someone who enjoys building relationships and can help make Capen a place where students enjoy coming to learn and families feel welcomed and well taken care of.

Key Responsibilities

Customer Service & Community

• Welcome students, parents and visitors to the centre.
• Build warm and positive relationships with our students and parents.
• Respond to enquiries and requests through WhatsApp, phone and in person.
• Get to know our regular students and help create a friendly, welcoming environment.
• Handle customer questions, feedback and day-to-day issues professionally.
• Support centre activities, recitals and other student events when required.
• Help students and parents feel connected to the Capen Music community.

Enquiries, Trials & Enrolment

• Respond to prospective students and parents who enquire about lessons.
• Understand the student’s age, interests, goals and experience before recommending suitable programmes.
• Arrange trial lessons and follow up afterwards.
• Explain our programmes, teachers, schedules and fees clearly.
• Confidently recommend suitable options and encourage prospective students to enrol.
• Follow up consistently with interested students and parents who have not yet signed up.

We want someone who listens well, understands what the student or parent is looking for and is comfortable helping them make a decision.

Class Scheduling & Coordination

• Manage student and teacher schedules.
• Arrange replacement classes when required.
• Coordinate schedule changes between teachers, students and parents.
• Keep class schedules accurate and updated.
• Communicate cancellations, replacements and other changes promptly.
• Help resolve scheduling conflicts when they arise.

Payment Follow-Up

• Follow up with students and parents on outstanding fees.
• Send payment reminders and handle basic payment-related enquiries.
• Escalate unresolved payment matters when necessary.

Accounting and bookkeeping are not part of this role. These functions are handled centrally by our shared services team.

Centre Operations

• Make sure the reception, common areas and teaching rooms are presentable and ready for students.
• Monitor basic centre supplies and arrange replenishment when needed.
• Report and coordinate repairs and maintenance.
• Coordinate with cleaners, contractors and service providers where necessary.
• Make sure the centre is properly opened and closed each day.
• Take ownership of small day-to-day issues that affect the student and parent experience.

What We're Looking For

• Fluent in both English and Mandarin, as most of our students and parents communicate primarily in these languages.
• Warm, friendly and comfortable interacting with children, teenagers and parents.
• Good interpersonal skills and able to build relationships naturally.
• Confident communicating face-to-face, over the phone and through WhatsApp.
• Comfortable recommending programmes and persuading prospective students or parents to sign up.
• Organised and able to keep track of schedules, enquiries and follow-ups.
• Responsible, dependable and able to work independently.
• Basic knowledge of music, musical instruments or music education.
• Comfortable using computers and learning new systems.

Experience in customer service, hospitality, coworking spaces, education centres, tuition centres, enrichment centres, music schools or similar customer-facing environments would be an advantage.

Formal music qualifications are not required, but you should have enough basic music knowledge to comfortably speak with students and parents about learning an instrument.

Working Hours

Wednesday – Friday: 2:00 PM – 9:30 PM

Saturday: 9:00 AM – 6:00 PM

Sunday: 9:00 AM – :00 PM

Monday & Tuesday: Off

Our busiest periods are after school and on weekends, so applicants must be comfortable working these hours consistently.

What Success Looks Like

You are doing well in this role when:

• Students and parents feel welcomed, recognised and well taken care of.
• You know our regular students and have good relationships with their families.
• New enquiries and trial students are followed up consistently.
• Prospective students receive good recommendations and are confidently guided towards enrolment.
• Class schedules and replacement lessons run smoothly.
• Parents receive clear and timely communication.
• Outstanding payments are followed up promptly.
• Teachers can focus on teaching rather than administrative coordination.
• The centre stays organised, presentable and well maintained.
• Capen Music feels like a community students enjoy being part of.