Customer Service Representative

HyperSpace; Dubai; On-site; AED 67,000 - 89,000; Full time

Job summary

HyperSpace is a leading operator of immersive entertainment venues, designing, building and running experiences across the Middle East, US, Europe and Asia. We are seeking a dedicated Customer Service Representative to support our HyperSpace Parks operations and ensure smooth customer interactions behind the scenes.

You will handle inquiries and bookings, listen to customers, take ownership of issues, and collaborate with teams to deliver exceptional service.

Qualifications

• Candidate must possess strong customer service skills and a friendly, professional manner.
• Experience handling inquiries, complaints and feedback via email, social platforms and phone.
• Ability to listen, identify needs and provide effective solutions.

Responsibilities

• Handle customer inquiries, complaints and feedback via email, social platforms, and phone in a friendly, professional manner.
• Listen and identify customer needs in the park and provide support.
• Take ownership of issues and ensure customer satisfaction by addressing feedback.
• Collaborate with teams to ensure effective service delivery.
• Ensure proper escalation procedures are followed.
• Develop relationships to encourage positive online feedback.
• Make reservations for B2B/B2C customers based on requirements.
• Assist customers with booking changes or cancellations.
• Sort out issues with reservations in a positive and efficient manner.
• Ensure reservations are captured in the system and records are up to date.
• Provide reservation support across HyperSpace Parks and maintain service quality.
• Work with operations to improve efficiency in addressing issues.
• Monitor customer satisfaction and aim for exceptional service.
• Refer issues outside standard procedures to superiors when needed.
• Provide clear explanations of our services to ensure customer understanding.
• Support upselling and cross-selling to enhance customer experience.

Job description

Job Description:

Customer Service Representative (HyperSpace Parks)

About HyperSpace

HyperSpace designs, builds, and operates large-scale immersive entertainment venues – physical entertainment destinations for our increasingly-digital world. Our portfolio spans original brands, like our award-winning AYA Universe and House of Hype venues, alongside experiences built around third-party IP, with projects live and in development across the Middle East, US, Europe, and Asia. We are vertically integrated; The same team that dreams up a world figures out how to build it, then runs it. That means the work never stays theoretical, and moves quickly from design, through construction, to a fully-operational awe-inspiring immersive environment.

The Role

We’re looking for a dedicated and service-oriented Customer Service to support our parks operations and ensure smooth customer interactions behind the scenes. If you enjoy problem-solving, coordinating with teams, and delivering efficient solutions that enhance the customer experience, this role is for you.

• Deals with customer inquiry, suggestion, complaints and feedback via email, various social platforms and phone calls in a friendly, professional and positive manner.
• Listen, identify, support, and meet the needs of customers in the park.
• Take ownership of customer issues and ensure customer satisfaction by assessing their experience or feedback.
• Collaborate with the team to ensure customer service is being delivered effectively.
• Ensure to comply and follow the correct customer service escalation procedures.
• Develop a strong relationship with customers to ensure we receive positive feedback online.
• Making reservations via email or telephone for B2B/B2C customers based on their various requirements.
• Answer and provide support to customers who might need to change or cancel their booking reservation.
• Sorting out any issues that may arise with booking reservations in a positive and efficient manner.
• Ensure all reservations are captured into the system according to standard operating procedures.
• Ensure all files are accurate and up to date including booking information, schedule etc.
• Provide customer service and reservation support for HyperSpace Parks, ensuring consistent service quality across all locations.
• Working together with operations to create more efficient methods for addressing customer issues
• Monitoring customer satisfaction levels to provide exceptional service.
• Referring customers to superiors when an issue falls outside the scope of standard support procedures or requires higher-level authorization.
• Providing comprehensive and clear explanations of our services or products is essential to ensure we have a thorough understanding of what we offer.
• Provide exceptional customer service by not only addressing customers immediate needs but also enhancing their overall experience through effective up-selling and cross-selling.