Customer Experience Ambassador @ CCK

SAFRA National Service Association; Singapore; On-site; SGD 28,000 - 33,000; Full time

Job summary

SAFRA National Service Association invites a Customer Experience Ambassador to join our CCK team. You will lead a small ambassador group, assist guests with inquiries, and promote digital services through the mSAFRA app and kiosks.

The role requires 1–2 years front desk experience, a customer‑focused attitude, and the ability to work shifts, weekends and public holidays in a Singaporean context.

Qualifications

• GCE O levels and basic PC skills are required.
• 1–2 years front desk experience in service or hospitality.
• Customer-focused and service-oriented mindset.
• Teamwork-oriented and able to perform in a fast-paced environment.
• Flexible to work shifts, weekends and public holidays.

Responsibilities

• Lead and supervise the Customer Experience Ambassador team.
• Assist guests, answer enquiries, and guide use of SAFRA facilities and digital services.
• Promote adoption of digital channels like the mSAFRA app and kiosks.
• Maintain neat club lobby and ensure printed materials are stocked.
• Record key issues and hand over to the next shift with updates.

Skills

Front desk experience

Customer service

Teamwork

Shift work

Proactive engagement

Education

GCE O levels

Tools

POS system

Digital kiosks

mSAFRA app

Job description

Customer Experience Ambassador @ CCK

Singaporean only

Duties / Tasks

• Club Concierge and Roving Duties
• Lead, supervise, and coordinate the Customer Experience Ambassador team to ensure consistent delivery of high-quality customer service and positive customer experiences (for Senior Customer Experience Ambassador)
• Proactively approach guests to find out about their customer experience and render assistance where necessary.
• Attend to general members’ and guests’ enquiries on Clubhouse and association level activities and facilities.
• Guide members in the usage of the mSAFRA mobile application and digital kiosks. To be well-versed in the functions and features of the mSAFRA mobile application and digital kiosks, as well as the range of online services available.
• Able to demonstrate the different functions and services available in the mSAFRA mobile application and digital kiosks, in particular Membership signup and renewal, online booking of facilities, purchase of vouchers, registration for events/programmes/courses, payment, SAFRA Points and other services.
• Ensure the functionality of the digital kiosks and other digital devices at the Club Concierge. To monitor the usage of kiosk papers / receipts and printer ribbons and arrange to make requisitions where necessary.
• Encourage members’ full adoption of digital services, but guide them to use the LiveChat, Phone and Video-call functions if they need further assistance.
• Responsible for all keys in the key press and to ensure that keys drawn out are properly recorded. To report missing keys to the Supervisor.
• Constantly check that all forms (application / renewal forms, flyers, etc) are available / sufficient and well kept. Requisite for replenishment / print more forms if it is running low and do ensure that there is a sufficient supply of brochures for existing events and that these are neatly displayed.
• Encourage guests to share their feedback for Facilities by scanning the QR codes displayed at all service touchpoints (for both SAFRA-managed and vendor-managed facilities).
• Encourage guests to share their feedback for Services by scanning the unique QR code displayed at their printed ID tag.
• Ensure proper handing / taking over procedures, update the next shift on key customer issues handled and/or observed.
• Operate the computer terminals if need be and to troubleshoot minor computer/printer faults. To monitor usage of computer papers / receipts and printer ribbons (including NETS, VISA receipt rolls, etc) and to make requisitions when necessary.
• Ensure proper keying in of collections (i.e Cash, Cashcard, NETS, VISA, Cheque) and settlement of counter collections at Club Concierge.
• Ensure all manual receipts are properly kept/maintained. All issued manual receipts are to be backlogged (within 3 days) with computer receipt attached to it.
• Settle daily / monthly static reports for sports, inventory (gifts), monitor and requisite inventory when running low.
• Regularly inform the Security guard on the current status of the sport facility booking.
• Regularly check on the first aid kit and requisite for replenishment when running low.
• Maintain and ensure that the Club lobby and Concierge are neat and clean.
• Arrange Concierge duty roster (rotation)
• Maintain the grooming standards (HR standards) when wearing SAFRA’s uniforms, e.g. clothing and hairstyle should always be neat, proper shoes, no slippers, flip-flops, etc.
• Ensure professional disposition at all times that include but are not limited to displaying positive body language, using positive service verbiages, being attentive and operationally ready to serve and proactively walking around the Club lobby to engage customers.
• Demonstrate I-ENGAGE behaviours where possible and applicable (Empathise with customers, never say no to service without offering an alternative, genuinely show care and concern to internal and external customers, anticipate customers’ needs and promptly act on them, go beyond expectations, encourage great service among colleagues)

Requirements:

• GCE 'O' levels with basic PC skills
• Minimum 1 to 2 years of front desk experience in service/hospitality industry
• Customer-focused and service-oriented
• Teamwork-oriented and able to work in a fast-paced environment
• Bubbly personality and enjoys meeting people
• Able to work on shifts, weekends and public holidays

Singaporean only