Customer Experience Executive

The Esplanade Co Ltd; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A prominent arts venue in Singapore is hiring an Executive for Customer Experience. The role involves overseeing event operations, managing staff, and ensuring high service standards. Ideal candidates have at least 3 years of customer service experience, are detail-oriented, and skilled in handling multiple tasks. You will need to be customer-focused and proficient in Microsoft Office. The role requires shift work, and the salary range is $3,600 - $3,800 per month.

Qualifications

• Minimum 3 years of customer service experience, with at least 1 year in a supervisory role.
• Able to work under pressure while maintaining a positive attitude.
• Proficient in English and a second language.

Responsibilities

• Oversee event operations ensuring compliance with procedures.
• Manage and supervise casual/outsourced staff.
• Assist patrons with enquiries and manage ticket sales.

Skills

Customer-focused

Strong attention to detail

Good interpersonal skills

Ability to work under pressure

Ability to multi-task

Education

Diploma or relevant qualifications

Tools

Microsoft Office applications

Job description

The Customer Experience department seeks to provide the highest standards of service to all Esplanade’s patrons, ensuring a welcoming, friendly and safe environment for all.

The role of the Executive, Customer Experience is to assist the Customer Experience (CX) Management team in the smooth running of front-of-house services, to be an exemplary role model to other members of staff.

KEY RESPONSIBILITIES

Event Operations

• Perform the role of Venue Officer (as scheduled) for events and activities
• Oversee event operations, ensuring all events and activities are carried out in accordance with venue procedures and service standards.
• Attend pre-event briefings, recces, and planning meetings; consolidate and communicate the information and requirements to ECs.
• Assist in managing foyer board installations and flyer displays around the centre.
• Assist the managers in overseeing the end-to-end operations of the CX department, ensuring consistent delivery of service excellence across all touchpoints.
• Ensure Customer Experience Officers and casual staff maintain proper etiquette & good practices.
• Perform regular checks and ensure the proper upkeep and appearance of public areas.
• Ensure compliance with safety measures and emergency procedures during performances and events.
• Conduct daily briefing keeping the team updated on performance-related matters, information and issues affecting the centre
• Manage Customer Feedback
• Respond to problems on-site including medical and other emergencies, patrons’ dissatisfaction as well as operational issues.

Staff Management & Training

• Manage and supervise casual/ outsourced staff during performances and events.
• Ensure that staff deployment always meet service deliverables in all areas and for all events.

Management of Ticket Sales and Related Counter Services

• Manage sales of SISTIC tickets and handle all related enquiries at the Visitor Centre (Box Office & information counter).
• Conduct daily checks on disbursement of refunds to patrons for show cancellations or postponements.
• Conduct daily checks on sales reconciliation for tour, box office transactions, promotional redemptions etc.
• Balance sales reconciliation and manage change float.
• Assist patrons with general enquiries, Mall promotion redemptions, manage the lost & found items.

Tour

• Conduct tours
• Manage and respond to tour-related queries.
• Schedule manpower for tour guides.
• Liaise with vendors and related internal departments for tours.

Administrative Support

• Manage Usher Management System (UMS), providing events information for the system
• Conduct weekly Event Calendar Review (ECR) checks.
• Prepare labour costing, including Festival labour costing and ad hoc requests
• Handle manpower requests from other departments, including hosting, hirer’s requests, Community Engagement activities, sponsor-related activities etc.
• Manage day-to-day calls from usher (e.g., drop slots & other usher concerns) and Customer Relationship Management (CRM)
• Assist with the Contact Centre
• Manage patron queries, both internal and external, via hotline and email.
• Prepare and process EBMS billing and invoicing.

JOB REQUIREMENTS

• Diploma or relevant qualifications with equivalent years of experience
• Minimum 3 years of customer service experience, with at least 1 year in supervisory role in customer experience or event management.
• Customer-focused with the ability to lead others.
• Strong attention to detail.
• Able to work under pressure while maintaining a positive and flexible attitude.
• Able to multi-task
• Good interpersonal and communication skills.
• A team player who can work independently with minimum supervision
• Proficient in English and a second language.
• Proficient in Microsoft Office applications
• Required to work shift
• Salary $3,600 - $3,800 per month

If you are keen to apply for this position and satisfy the requirements, please email your resume to [e-mail] with an indication of your current and expected salary as well as details of your experiences.

We thank you for your interest in the position and Esplanade. Only shortlisted applicants will be notified.