CX Ambassador

HomeTeamNS; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A leading organization is seeking a Customer Experience Ambassador to manage their Clubhouses and provide exceptional hospitality. This role involves member engagement, customer support through call-center activities, and ensuring a welcoming atmosphere. Candidates should ideally hold a hospitality diploma and exhibit strong interpersonal skills, ready to create memorable experiences and enhance customer satisfaction.

Qualifications

• Diploma in Hospitality Management, Customer Service or Customer Experience preferred.
• Excellent interpersonal and communication skills.
• Capable of working independently and collaboratively.

Responsibilities

• Greet guests with warmth and maintain a clean lobby.
• Respond to customer queries through phone, live chat, and email.
• Document customer inquiries and stay updated on products and services.

Skills

Interpersonal skills

Communication skills

Multitasking

Customer service excellence

Education

Diploma in Hospitality Management

Diploma in Customer Service

Diploma in Customer Experience

Tools

Microsoft Office

Zendesk

3CX

Chatbots

Job description

You will be required to roster to work at 3 Clubhouses: Bedok Reservoir, Bukit Batok and Khatib on rotation basis.

Job Summary

As a Customer Experience Ambassador (CEA), you will be entrusted with the seamless operation of our lobby, members lounge, and MICE facilities within our established organization. As the frontline representative, you will embody the epitome of hospitality, ensuring each visitor receives an exceptional welcome characterized by genuine warmth. empathy and professionalism. Your responsibilities extend beyond mere reception; you will curate an inviting atmosphere that fosters lasting relationships with both valued members and esteemed guests, fostering loyalty and satisfaction.

Your responsibilities will span across key areas such as Member/Guest Engagement in the Lobby and Members' Lounge, and Call-Centre cum Live Chat support. Your primary focus will be member engagement, creating a welcoming environment, addressing inquiries promptly, and enhancing overall customer satisfaction. You will play a pivotal role in orchestrating collaborative efforts across departments to spearhead the implementation of innovative campaigns and events aimed at elevating the customer experience at HomeTeamNS. Your expertise will be instrumental in aligning strategies and initiatives to deliver unparalleled customer satisfaction and foster brand loyalty. Equipped with in-depth knowledge of our comprehensive HomeTeamNS offerings and services, you will adeptly engage and enlighten visitors, elevating their experience to new heights of excellence.

Job Responsibilities

Member/Guest Engagement (Lobby & Members’ Lounge)

• Greet guests with warmth and hospitality, utilising members' names when possible to personalise interactions.

• Maintain cleanliness and upkeep of the lobby while engaging with guests and members to provide assistance and answer inquiries.

• Foster a pleasant atmosphere within the clubhouse by seeking opportunities to exceed expectations and create memorable experiences.

• Develop a deep understanding of HomeTeamNS and its promotional campaigns to effectively communicate offerings to members and guests.

• Highlight areas for improvements and/or safety hazards

Call-Centre cum Live Chat

• Respond promptly and courteously to customer queries via phone, live chat, or email, aiming to resolve issues efficiently.

• Document customer inquiries and solutions to contribute to organizational efficiency and improvement.

• Stay updated on all products and services to provide accurate information and assistance to customers.

• Serve as the first point of contact for identifying and reporting website errors and technical issues.

Job Requirements:

• Diploma in Hospitality Management, Customer Service or Customer Experience preferred (those without the above but with relevant experience will be considered)

• Excellent interpersonal and communication skills.

• Results-oriented with the ability to multitask and deliver service excellence.

• Capable of working both independently and collaboratively in a fast-paced environment.

• Willingness to travel between clubhouses as required.

• Proficiency in Microsoft Office applications

• Knowledge of Zendesk, 3CX, Chatbots would be an added advantage