Customer Experience Officer

We are looking for a Customer Experience Officer to oversee venue operations and event management to ensure the smooth running of front-of-house services with the objective of providing service standards that will position us as a world leader.

KEY RESPONSIBILITIES

As a Customer Experience Officer you will be responsible for the following:

Proper upkeep and appearance of all public areas.

Ensure safety measures and emergency evaluation guidelines are adhered to and that our

customers stay safe

Conduct tours and training sessions/workshops for casuals

Manage patrons’ enquiries via general hotline

Manage and supervise casual staff during performances and events when working as a venue officer

and/or as & when required.

Manage sale, collection, replacement or exchange of SISTIC tickets and provide information on

Esplanade/all enquiries at the information counter

Assist with sign-ups, membership card issuance and other tasks associated with card membership

Coordinate with SISTIC’s helpdesk for matters relating to tickets sold by SISTIC outlets

Liaise with Groups and manage the processing of tickets for bulk booking

Compile ticket sales report and daily sales update

Assist Head, Ticketing and Customer Experience Manager in managing daily Box Office / Ticketing

operations

Manage Usher Registration System (URS) & Manpower Requests including monthly posting of events,

calendar reviews and assist with manpower requirements and costs.

Update the Customer Relationship Management (CRM) and draft responses to customers’ feedback

KEY JOB REQUIREMENTS

Diploma or relevant qualifications with equivalent years of experience

3 years of working experience in customer service

Required to work irregular / shift hours

Excellent customer service skills

Proficient in English and a second language

Excellent interpersonal and communication skills

Aptitude in resolving issues with a customer-focused orientation

Ability to multi-task

Proficient in Microsoft Office applications

Able to work independently with minimum supervision 

Recommended Skills

• Communication
• Customer Experience
• Customer Relationship Management
• Customer Service
• English
• Event Management